Login
Start Free Trial Are you a business?? Click Here
Are you a business?
Terms & Conditions
User Privacy Policy
Business User Privacy Policy
Data Protection
Data Request

Crunch Reviews

4.1 Rating 292 Reviews
86 %
of reviewers recommend Crunch
Company Reviews Metrics Info
4.1
Based on 292 reviews
Customer Service
Communication Channels
Telephone, Email
Queries Resolved In
Over A Week
Read Crunch Reviews

About Crunch:

Crunch takes the stress out of accounting by reducing both cost and time. We provide simple online accounting for contractors, freelancers, sole traders, limited companies, and small businesses.

With over 10,500 clients, we offer a range of fixed-fee packages and bespoke solutions so you can design a service to suit you. We help with accounting, tax reporting, Self Assessments, payroll, expenses, bookkeeping, and much more.

We’re not just another software provider - we offer unlimited support and advice through our client management team and chartered certified accountants.

Visit Website

Phone:

033 3311 8000

Email:

reviews@crunch.co.uk

Location:

The Knoll Business Centre, Unit W8A, 325 Old Shoreham Rd,
Hove
East Sussex
BN3 7GS

Write Your review

Tell us how Crunch made you happy
Help future customers by talking about customer service, price, delivery, returns & refunds.
Minimum 10 characters
Would you like to add a photos or videos?
Strengthen your review by uploading photos & videos.
Drag files here or browse
(Supported files: jpg, png, mpeg, ogg, mp4 & webm)
What's your name?
Leave this blank if you'd like to publish your review anonymously.
(Optional)
What's your email?
We need your email address to verify that your review is genuine
Please note that we may share your email with the company to verify your order.
You will be contacted by email to verify your review.
By submitting your review you agree to the REVIEWS.io terms & conditions.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Craig
Unverified Reviewer
“Having been with Crunch for a couple of years I feel the service has gone dramatically down hill in the last year. To start with support questions were answered quickly and they the accountants were on top of my annual accounts. This year my accounts were due to be submitted to HMRC on 28th February 2017 and my corporation tax paid and cleared the same day. After two months of asking Crunch where these were I received them late on February 27th leaving only that evening to check them and also hope my payment to HMRC went through so I didn't incur any fines, which would have been my responsibility. Being self-employed, as all of us are, I didn't need the added stress of this situation on top of my day job when I pay Crunch a monthly payment to handle this for me. My year end is 31st May, my accounts are quite small and updated regularly, therefore Crunch had 9 months to prepare them but left it until the last day with nothing but an insincere apology (no phone call from my client manager). Following this situation I have tried to reconcile my recent bank statements and found that all reconciliations since 31st May 2016 have been undone through a software error. I have contacted them to ask how it's happened and if they can reconcile all the transactions again as I don't feel I should have to do this. This was 2 weeks ago and unsurprisingly I'm still waiting for a resolution. On recent experience I wouldn't recommend Crunch as their customer service is really poor. Find another online accountant or pay for a local accountant who you may find more helpful and prompt with their support.”
Helpful Report
Hi Craig Please allow me to introduce myself as the Client Experience Manager here at Crunch Accounting, I’m sorry to hear you’re not having a great experience right now and I’d like to step in and offer my help in resolving your issues. I'll be in touch this morning to see what we can do to get things back on track for you. Please leave this with me, Many thanks
Richard
Verified Reviewer
“More like what HASN'T gone wrong...! I've been trying to get my company accounts finalised for 5 months, to no avail. Inexperienced customer service managers dodging questions and passing the buck. I've lost my patience. Sad really - considering I've been a customer for 2 years and have recommended them to friends. Service clearly in rapid decline, staff over worked, and the system slow. Also, for an automated system it is woefully clunky, unintuitive and does not update itself (so if you pay your VAT for example, it will still bombard you with clients). For the service they offer, I'd suggest trying to do what you can yourself or going to a 'proper' accountant.”
Helpful Report
Hi Richard, My name’s Andy and I’m the Client Experience Manager at Crunch. Thank you sharing your experiences and I’m very to sorry to hear that you're unhappy with our service. I'll be in touch shortly with an update on your Year End accounts. I’d also like to gain more insight from you as I’m keen to understand your concerns and where you feel we've under performed. Many thanks
Anonymous
Verified Reviewer
“Crunch has the WORST service I have ever experienced. As a freelancer setting up a limited company for the first time, I needed some support about how best to optimise my personal and company tax affairs. Crunch were unable to provide this service, instead taking a 'one size fits all approach.' My account manager knew absolutely nothing about accounting and when I had a question about the specifics of taxation would simply link me to pages on HRMC's website which I had already read without offering any further advice on the issue or bothering to ask one of the professional accountants who work there (who I assume are too snowed under to actually do anything useful). At one stage my account advisor even gave incorrect tax advice which could have cost me the best part of £10,000. When I left Crunch there was no formal hand over process. I have had to regularly call Crunch to find out basic details like my login number for Companies House and to receive post that was erroneously sent there in error. I strongly advise you to look elsewhere if you are looking for genuine accounting advice. Crunch is little more than software with tech support. I would like at other options such as Xero.”
Helpful Report
Hi, I'm so sorry to hear you're unhappy with our service. My name's Andy and I’m the Client Experience Manager here at Crunch and I want to see if I can help. I’ve launched an immediate investigation into your concerns over some of the advice given and I will review our leaving process in full. As soon as I’ve been able to review in full, I’ll be in touch as quickly as I can. Please leave it with me and I’ll see what I can do. Many thanks
Martin
Verified Reviewer
“I knew nothing about tax when signed up to crunch. I now a lot more as I've had to learn as they do nothing for you unless you ask. They dont advise you. stick to a good old fashioned accountant. you'll save more money in the long run as well.”
Helpful Report
Hi there, I'm very sorry to hear that you've not had the best experience with Crunch so far. We've tried to contact you in relation to your concerns as we want to to see whether we can help and perhaps look to improve. Please keep an eye out on your inbox as we're very keen to get more feedback and resolve any issues. Looking forward to speaking with you, Andy Tyrrell - Client Experience Manager
Craig C
Verified Reviewer
“Potentially an outstanding service but they are consistently let down by an unwillingness to listen to users and implement even small development changes. Couple of examples: I pay VAT by direct debit. I have no control over when this money leaves my account, but every quarter I get an email telling me my payment is late. This email is of no interest and is frankly spam. HMRC takes the payment and the payments are made on time. Can I opt out of this spam by telling crunch I pay by direct debit? No. Have they implemented this change MANY YEARS after being requested? No. Why not? 5 minute change. Other example, they have a timeline feature that reminds me of my birthday, my FORMER employees birthdays and they cannot remove birthdays from my corporate timeline. Guys, this isn't facebook. Stop this nonsense immediately. I don't need accountancy software reminding me of the birthdays of people who left the company 6 years ago. The software also isn't scalable. If you've been with crunch for a while you will see an ever increasing list of people you can pay bills too. I hired a flat in 2010 and they are still on the list. Can they be removed? no. Can they be archived? no. Can they be hidden? no. So the list just keeps on growing. Simple UI changes that would make a huge difference. Considering leaving unless they invest in better software.”
Helpful Report
Stuart H
Unverified Reviewer
“I recently became a customer of Crunch following some good work by their sales team; the cloud based system seems quite straightforward too; however that's where the good bit ends. Many of the 'helpful' guides provided are woefully out of date and much of the 'guidance' received has either been wholly incorrect or materially incorrect and misleading. Consequently, I've had to spend previous time verifying pretty much everything they tell me by checking guidance on HMRC and gov.uk websites, contacting reputable accountant forums such as accountingweb and generally doing all the things I'd expect to be done by the team. On one occasion, when I asked the account manager to get clarification, the accountant simply quoted directly from gov.uk and included a link to the relevant page (which I'd already read and found irrelevant). Simply put. Not enough focus on actually helping the customer to successfully use their system! Somewhat shocked, quite surprised and very disappointed.”
Helpful Report
Domingo
Unverified Reviewer
“They didn't know there were system faults in system until I informed them. And charged fee what didn't happen for several months. Even they input that refund without my agreement as a asset. You are going to be talking with account manager not accountant. Terrible company”
Helpful Report
Hi Domingo, I'm very sorry to hear that there has been an issue on the account. I can see that this was resolved very quickly once we became aware of the problem and that there was no lasting, negative effect. Our service offers Account Managers as our first point of contact but you're able to speak to an Accountant whenever you need. I understand that we've been in touch about cancelling our service and I'm happy to offer you my assistance with anything you need in the meantime, Happy to speak more about your concerns, Kind regards
Unfortunately this particular review came from us (Crunch) asking the client to leave our services. We are confident that this is not an accurate overview of the service provided and is more of a reaction.
Tiago
Verified Reviewer
“Very disappointing experience. I chose Crunch because I thought I would use technology with simple integration into my bank account. Instead, I am forced to fill in a spreadsheet by hand with zero help from anyone at Crunch. Staff unwilling to help and even rude.”
Helpful Report
Hi Tiago, Thank you for your feedback, We aim to provide the very best level of service so naturally, this feedback is concerning for us. I'd be very grateful if you could take us through your experience and what's gone wrong so that I can try and resolve the issues raised. One of our senior team members will give you a call this afternoon. If you're unable to take their call don't worry, just drop me an email at reviews@crunch.co.uk with the best time for me to call you. All the best, Jen - Client Experience Manager
Hi Tiago, Further to my previous response, I understand you've now spoken with Emily and that we now have all the information we need to get started with your accounts. Emily will keep in touch throughout the process to make sure you're in the loop every step of the way. All the best, Jen - Client Experience Manager
Steve L
Unverified Reviewer
“Dreadful, appalling, just a very poor service to have to deal with. For example: I bought the personal tax return service today. Having paid I sent an email to confirm it would be ready by 31st January, the reply was the service had a 12 week SLA, and I needed to pay an extra premium........they didnt say that on the sales page or in the T&Cs. I am trying to close my business down, they are making it impossible with their slow service, and inability to communicate. Flip a coin to see if they reply to your email, or if one member of staff contradicts another. Flip another to guess if they have put doing your accounts on hold again. As their service is paid for monthly, it explains why they are doing my accounts so painfully slowly, their poor communication approach is very profitable for them. I could fill this review ten times over with examples of poor service.”
Helpful Report
Hi Steve, Thank you for your feedback, although I'm very sorry that you're unhappy with the service you've received from Crunch. We aim to provide the very best level of service so naturally, this feedback is concerning for us. The manager of your service team will be in touch tomorrow morning, we'd be very grateful if you could spare a little time to take them through your experience and what's gone wrong so we can resolve the issues raised. All the best, Jen - Client Experience Manager
Anonymous
Unverified Reviewer
“Crunch used to be such a good company. I've watched the service levels degrade and the email reply times increase slowly but steadily over the last 6 years. If you actually need them to do anything, or put in any sort of request let alone a complaint, do not expect a reply or it to be resolved in any sort of timely or satisfactory manner. They are trading off their good past reputation but it's absolutely pot luck now. Expect to be fobbed off and ignored for weeks for things or told to sort them yourself when you ask for help. They are definitely no longer worth the high fees. Absolutely abysmal at dealing with complaints too. I am considering contacting the ombudsmen about mine as they refuse to help or reply and took almost a year to close my company despite me asking them to and chasing constantly. 'A few days' means months, a month means several - if you're lucky. Better off using a once a year accountant at a fraction the price. I am so sad to see what was once an excellent company now reduced to being one of the most awful experiences I have ever had as a customer. Avoid.”
Helpful Report
Hi there, Thank you for your feedback. We aim to provide the best level of service to our customers so naturally, this feedback is concerning for us. I’d be very grateful if you could spare a little time to take us through your experience and what’s gone wrong so I can try and resolve the issues raised. We'll give you a call as soon as possible when we re-open on Monday. If you’re unable to take our call don’t worry just drop us an email to reviews@crunch.co.uk with a suitable time for me to call you. All the best, Liz- Team Manager
Adarsh R
Unverified Reviewer
“Joined crunch on 17th of December right after I incorporated my startup. Everything was smooth until I signed the contract and had an initial chat, and that's it. I never heard back from them again other than receiving a bunch of irrelevant email newsletters. Never put your trust on them unless you know what needs to be done with tax filings and stuff. They charged me 200 pounds and promised a refund as I was not happy (as if they haven't promised anything else before) 😁 and it's been a month. There are better and cheaper alternatives available, do some research before you sign up and don't fall in for their funky website.”
Helpful Report
Hi Adarsh, I'm really sorry to hear that you're unhappy, one of the team will be in touch with you today to follow up on your concerns. All the best, Jen - Client Experience Manager
Dan G
Unverified Reviewer
“Saved my bacon from an unhelpful referencing company by getting a turn around on a reference in less tha a day! Much appreciated”
Helpful Report
Anonymous
Verified Reviewer
“My client manager Mr Luke Young is extremely helpful and nice, also gives 100% to explain and solve my queries.”
Helpful Report
Anonymous
Verified Reviewer
“Superb Customer Service. I have full transparency over my business financials.”
Helpful Report
Chris J
Verified Reviewer
“The Crunch system is great but what really makes it worthwhile is the customer service. My account manager is brilliant and is always very helpful.”
Helpful Report
Hi Chris, Thanks for the great comments! Your Client Manager Katie is delighted to read your feedback. So close to being a 5 star! Do let our Client Experience Team know what we can do to bump this up to a 5 next time by dropping us an email to cx@crunch.co.uk All the best
Debra S
Verified Reviewer
“I’ve used Crunch since 2013 and have never had a problem with them. The website is very easy to use. I like that I can see where I am with all payments etc. They have been very helpful when i’ve done things wrong and shown me how to rectify or simply rectified it themselves. All responses have been quick to my emails, never had a problem sending a query to the generic support one. Adam Thorpe has been so helpful as my Accountant Manager and has been really great with advising on the closure of my company. Extremely professional. The only thing is I wished the bank bolt app hadn’t been removed as it was a really good tool and I thought that was a step backwards for Crunch. I would definitely use Crunch again should I start up another Company. It was really smooth running. Thank you.”
Helpful Report
Ian
Verified Reviewer
“Really great service and easy to use app. Takes the pain out of accounting.”
Helpful Report
Craig
Verified Reviewer
“When this service launched it was outstanding. They added a few features, it got even better. It was the best accountancy product for a while, but their velocity of impovement has slowed to a snail's pace with the recent "improvements" being about a new logo and website and not improving the app which is their core product. The site (app.crunch.co.uk hosted on amazon) often has poor latency. The UI is clunky with having to wander around the screen needlessly. Look at GDS standards and key obvious action buttons. There is no site search on the app so you have to look around for where things are. There is no facility to quickly grab a screen shot to show crunch the problem (compare with Google maps). There are UI issues with menus appearing off the screen. There is a quarterly spam problem with VAT returns where you can't just tell crunch you pay by direct debit, you get spammed every quarter with being told your payment is late even though it's under the control of HMRC. You cannot (on a Saturday) mark a payment as paid on the Monday because Monday is in the future, even though it's already in the bank account. My "invoice to" list is over 20 long, including companies no longer customers. I need an "archive" list so that I just get recent relevant customers. My "expense payment to" list is also similarly long and has entries no longer relevant. This needs to be tidied up, the longer you are with crunch the worse it gets. There is poor UI standards. Sometimes the action buttons are blue, sometimes white (pay yourself dashboard - two buttons do the same thing but are different colours). There is an utterly irrelevant dashboard that you get by default and have to ask to be turned off, telling you when everybody's birthday is. There is no way to itemise out particular line items in cumulative expenses (e.g. you put in a weekly expense claim some of which includes mileage allowance). this means you can't easily compute your total mileage for the year based on actual claims. All simple basic stuff, yet their recent focus has been a new logo. It's also time the VAT Spam stopped. I pay by direct debit. My payments aren't late. Stop the spam. A binary flag saying "Customer pays by direct debit and does not need to be spammed" would take a few hours to implement and adequately test. thanks”
Helpful Report
Dan
Verified Reviewer
“Very grateful to Crunch for all their hard work in giving me guidance on reconciling and preparing my end of year accounts. My account manager Marc Castiel was attentive, helpful and clearly explained what I needed to do - he really made every effort to ensure everything was in order, helping me to understand processes when I was struggling. His team also worked very hard to get everything filed for me and helping to ensure everything was in order. Im very thankful for their hard work and assistance. I would have no hesitation in recommending the Crunch platform to other contractors as the support and advice has really stood out for me.”
Helpful Report
Anonymous
Unverified Reviewer
“Amazing customer service and great user interface”
Helpful Report
Crunch is rated 4.1 based on 292 reviews
Our Company
Business Solutions Impressum Terms & Conditions User Privacy Policy Business User Privacy Policy Data Protection Data Request