A couple of weeks ago I used a service that was supposed to help me, and also help the charity. I felt they didn't make their terms and conditions clear at all, and I mentioned this.
I found out a staff member had gossiped about me to another, and I also found the tone of the lady on the phone quite cold and unapologetic when they explained I could not use their service anymore, for breaching a term that I was never informed of, nor was ever mentioned in the contract.
So there are 2 things they didn't explain to me. One of them came to my home, inadvertently damaged something and hasn't acknowledged this.
Sorry it's all so long-winded, just want to keep it vague.
Would you make a formal complaint/write a Google review? When they phoned me I sort of froze a bit and was almost a bit too stunned, but looking back i am unhappy with the treatment.
They are a very small charity.