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Customer Service
Would Work With Again no
"I had a micro business with a small number of invoices & expenses. With a bit more effort I could have run my accounts from Excel, but found using an online accountant suited my needs. I was with Crunch for 5 years, at which time I only used their 'actual' accountancy services a couple of times for some very simple queries. The service, to be honest was fine during that period - but bear in mind I was only really using their web services and my accounts were beyond simple. Where I feel Crunch's exceptionally poor service was exposed was when I closed the company. They charged for over £200 to do the following: - End of year accounts - Send a form to de-register from VAT (must have take 5 minutes) - Send a form to Companies house notifying them of the company closing (another 5 minutes) - Send my final PAYE to HMRC and notify them of ending my PAYE scheme. Bearing in mind that the end of year accounts were 'part of the bundled service', and that the PAYE notice is literally just a checkbox/boolean flag on the final submission I felt this was somewhat taking the proverbial. When I pointed out that I had been with them for 5 years, and had hardly ever contacted their accountants, and they should take this into consideration regards the fee I was politely told there was no room for negotiation. So I paid the fee. What followed over the next 3 months was frankly a shambles. Passed from pillar to post, chasing them for updates, chasing them to close my accounts, chasing them for final Corp Tax / VAT figures (bearing in mind all of this is meant to be bundled in - its just final figures, not recurring). Not to mention, they filed the wrong VAT figure to HMRC, so I had to phone HMRC to sort it out. What really was annoying & I find frankly unacceptable was their 'final figures' . They had decided to change my dividend amounts, and sent me a baffling explantation, which I had to ask for clarification several times, and I felt never really satisfactory. In the end, I had to go through the last year's accounts, sales, PAYE, dividends etc with a book-keeper to sort out what Crunch's accountants were doing. And in the end - they'd missed 5K in figures which I needed to declare to HMRC for 16/17 tax year. Just avoid this company - the minute you need some advice, or come to close your business, then you'll be left wishing you had gone somewhere else. They've also not really changed their software in (at least) 5 years - apart from a styling change about 2 or 3 years ago which made it worse."
Posted 2 years ago
Hi Ben,

I'm sincerely sorry to hear that you're experiences have been below our level of service. My name's Andy and I'm the Client Experience Manager here at Crunch, I'm going to drop you a quick email to discuss your situation and see what I can do to help put things right.

I will also review all correspondence between yourself and our Accountants who produced your closing company accounts.

Please leave this with me and I'll be in touch as soon as I can,

Many thanks
Posted 2 years ago
All advice has been checked by our Senior Technical Accountant and any mention of incorrect advice should be ignored. We will be requesting a full retraction of the review.
Posted 2 years ago
Crunch is rated 4.24 based on 276 reviews

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