Feedback or a complaint

Steps

1. Decide which one you are sending

   Feedback is about something that could be better: an idea, an observation, a suggestion. Nothing has gone wrong and you are not owed a response. A complaint is about something that did go wrong: a commitment that was not met, treatment that fell short, a fault that cost you something. It names an incident and expects an answer. The two are handled differently, so say at the top of your message which one you are sending.

2. Send feedback in a line or two

   Feedback needs no ceremony. Email info@apexhldg.com with the General enquiry subject, say what you noticed and what you would do about it, and send. Feedback about this website has its own route — see step six.

3. Send a complaint to the right desk

   A complaint about the group itself goes to info@apexhldg.com with the General enquiry subject, or the Urgent matter subject if it is time-critical. A complaint about a visit, a stay, an order or a unit belongs to that world's own channel, not to this desk — see which team to contact. Sending it to both does not double the attention; it usually halves it, because each desk assumes the other has it.

4. Give the four facts that make it actionable

   A complaint can only be looked into if it can be traced. Put these four at the top of the message, one line each, before any explanation:

   • What happened. One or two sentences, plainly, without build-up.
   • When. The date, and the time if it matters.
   • Who you dealt with. A name, a team, or the address that replied to you.
   • What outcome you want. A correction, an explanation, a refund, a call back — name it.

   The fourth is the one people leave out, and it is the one that decides what anyone can do next.

5. Attach the evidence, not the archive

   Attach the screenshot, the photograph or the one document that shows the problem, and forward the original email thread if there is one. Send what proves the point rather than everything you hold. Documents travel best as PDF, screenshots as ordinary image files — and if anything is large enough that your mail client warns you, send a link and say what is behind it.

6. Report a problem with this website separately

   Anything broken, confusing or unusable on apexhldg.com goes to info@apexhldg.com with the Website feedback subject. Name the page you were on, what you were trying to do, and what happened instead. Add your browser and device if you can — a fault that appears on one and not another is found much faster with that line. Accessibility problems are treated as faults rather than suggestions; see accessibility options for what the site already supports.

7. Call if it cannot wait

   Email is read in order. If the matter is urgent, or if what you need to describe is difficult to write down, call +961 79 101 444 and follow the call with a short email so there is a written record of it. It is a Lebanese line, so check Beirut's clock against your own if you are calling from abroad.

8. What happens next

   Your message is read by the Apex Holding team and passed to whoever owns the matter. Keep your sent copy: it is the dated record of what you raised and when, and it is the thread the answer comes back into. If working days pass with nothing, read following up on a request and reply inside that same thread rather than sending the complaint a second time.