Wondering if I should leave a negative review?

[Coronationchicken34]

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.

It's really impossible to say without knowing more. Sounds as if there has been unhappiness on both sides. Generally given it's a small charity I would try to resolve the issue rather than leaving a bad review.

There’s not enough info there to say really

It's hard to say as you're being fairly vague.

Have you spoken to the person in charge of the charity?

I would be more inclined to make a formal complaint than I would be to make negative google reviews of a small charity.

Give them chance to put things right and reimburse or replace the thing they damaged. A formal complaint about everything that has happened to the charity's head, and if you don't get anywhere, repeat to the chair of the board.