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Crunch Reviews

4.1 Rating 291 Reviews
86 %
of reviewers recommend Crunch
Company Reviews Metrics Info
4.1
Based on 291 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

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Anonymous
Verified Reviewer
“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.”
Helpful Report
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
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.
Pritpal
Verified Reviewer
“This company has appalling customer service. I was a customer for over a year and I wish I'd just gone with an accountant instead as not only would it have been cheaper in the end but the service would have been much better. They must cycle through staff pretty quickly as you're supposed to have an account manager but mine changed 4 times over the period. Without any introduction, by the way. This kind of thing, combined with the fact that the main staff you speak to are not actual accountants, makes for a very disjointed experience of customer service. They sell it well but it's not worth the money. Their software is slow - and you can get xero free anyway - and you'll spend ages trying to sort something simple out through email chains. Between the amount managers things also get lost, which means you have to spend precious time and effort chasing them up for things you're paying them to do. You can't trust the job to get done with Crunch. When it comes down to it, the quality of their advice is not great. For the most part it's regurgitated from what's on their website so if you don't understand it that way, they can't really help you. Get yourself a free or inexpensive accounts tracker like xero, and get an accountant to check our do your self assessment. I got tempted in by the cost of accountants but it's end up being a false economy. If you're going to pay someone, make it someone you can trust to get the job done and who will give you piece of mind. Your time iand sanity are worth that. Don't be fooled by their nice salespeople. Their service is awful.”
Helpful Report
Hi Pritpal My name’s Andy and I’m the Client Experience Manager here at Crunch, I’d like to reach out and see if there’s anything I can do to help you with your concerns. In order to deliver the best possible service, we always aim to respond to any queries received within a lightning fast turnaround and in order to do this we adopt a team based approach, for handling our Sole Trader clients. I can see that in the run up to the Self Assessment deadline you have spoken to a few of our Client Managers who helped ensure your return was filed successfully. I understand and appreciate that not having the same person handle your query over the last few days has added additional frustration to an already stressful time and I’m sorry that this has caused inconvenience. I will drop you an email to see if there’s anything I can do to help. Kind regards
R. K
Verified Reviewer
“Spend your money on an online bookkeeping course, as you'll be doing it all yourself anyway. Lots of promises but very poor user experience, staff have very limited knowledge of actual accounting and expect you to do most of it yourself. To give an example I'm currently trying to reconcile my accounts, but because my credit card's CSV download (Barclays) doesn't provide a running balance, my 'account manager' doesn't know what to do. As such I have had to create my own CSV file and add all transactions (even though I have already done this in crunch), which I then upload so that their system will accept it. It still isn't sorted and because they require accounts to be completely up-to-date to do last years self assessment (?!?) I am now almost a week away from the deadline and my accountants have advised I go elsewhere! E-mail response is very slow (although when I cancelled my direct debit they got in touch straight away). Overall very bad experience and I wouldn't recommend them to my worst enemy.”
Helpful Report
Hi Rick, 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. I’d like to step in and offer my help in resolving your issues with the reconciliation so I’ll be in touch this morning. We’ve recently developed a new Crunch integration with Barclays as we were aware that their statements lacked some basic functionality. This is a great new addition to the service and it’s free of charge. I’ll provide you with more information when we review your account together today. Looking forward to helping resolve your issues, Kind regards
Anonymous
Verified Buyer
“Louis is always very helpful and always gives outstanding service. Always there at the end of the phone.”
Helpful Report
Neil W
Verified Reviewer
“Every time I call, I get a prompt response, ether a message taken, or straight through to Louis Worrell who is 1st Class. No complaints thus far.”
Helpful Report
Lucie
Verified Reviewer
“It is my second year in business, and I can admit that when you start a venture, yes there are bumps along the way. Admin and banking is definitely NOT my area, and despite a few bugs from the system, I am happy with Crunch. It is much better now that at the beginning 18 months ago and I feel this company is also evolving in its best possible way. I was dealing with different account managers back then and I was struggling to make everything work smoothly on the system. However I have now been dealing with Rosie Hands for the last 5/6 months and she has been absolutely amazing to work with. She is very patient with all my questions, quick to answer and always willing to help, she has definitely been a huge help so far in getting everything right for my business on the admin side. 5 star customer service on that side for sure.”
Helpful Report
Harry W
Verified Reviewer
“Amazing company who has helped me grow from a Micro business to small/mid business, advising me along the way. I have recently moved account managers to Stephen Swift who has really made the entire communications chain a breeze and goes out of his way to get things sorted quickly!”
Helpful Report
Maureen C
Verified Reviewer
“I've been with Crunch for two years and whilst there appears to be a reluctance to dumb things down once I explain how little I understand about finances the team are happy to help in the simplest of terms thereby reducing the stress and anxiety. There app and website are easy to use, they have to be for me to be able to use them, but they are still powerful tools which enable the business to run day by day. I would highly recommend Danny who was my account manager for a period of time as he resolved many issues I had and was always willing to go the extra mile such as entering my credit card statements manually as there is an issue with uploading them from HSBC.”
Helpful Report
Hi Maureen Thank you for taking the time to provide us with some excellent feedback, most appreciated! I’ll make sure that I pass this onto the team. Thanks again!
Stu M
Verified Reviewer
“Don't use Crunch. They bring so little to the table. Get a professional accountant for a much more reasonable price. Speak to other small businesses and start ups online about their accountants. The additional charges are a joke, they actually charge for an accounting review! shocking. The advice they do offer is poor and usually quite slow. Don't bother with crunch. They are expensive, slow & spammy - you can even see with the reviews on here how much they push a 'free month with every referral' - I have better things to be doing than their marketing (also, I value my reputation too much to recommend this nightmare to anyone). Of all the ball-aches I've had in the first year of starting my own business, Crunch has been a consistent top 3. Find a professional accountant and use them. Avoid Crunch at all costs.”
Helpful Report
Alex C
Verified Reviewer
“I can honestly say that Crunch have provided some of the best, responsive and friendliest customer support I've experienced. My personal client manager is extremely patient with my ongoing barrage of questions, always has a prompt and comprehensible answer, and has been a huge part of making setting and running up my company less scary and understandable. The Crunch web system is very well thought out - akin to online banking. It puts the power and functionality in your hands as opposed to everything requiring authorisation/verification from the accountant - but, they are always there when you need them to chat or email. In my opinion this service is much more desirable than a traditional accountant, and half the price. This is how accountancy should be done in 2016 :)”
Helpful Report
Samim G
Verified Reviewer
“Very polite but I felt they provided poor advice. Having now moved to another accountant I have had to spend alot of time trying to figure out what was and wasnt done. I also found that the advice given was sometimes unclear, this led to a great deal of confusion. In the end a small accountancy firm has been far better at explaining to me what I need to.”
Helpful Report
Hi there, Thank you for taking the time to provide some insight into your experiences with our service. I'm very sorry that you feel our advice was unclear in places and caused confusion. We pride ourselves on keeping our advice as clear and consistent as possible and it forms one of our core values which our clients enjoy as we don't try to complicate accountancy issues. To help with this we have hundreds of support articles and video libraries along with a personal Client Manager and a team of accountants to help support your needs. These are part of our core service and our advice is unlimited, so should there have been any concerns over what occurred we would have been on hand to review at no additional cost. Our records show that you chose to leave our service within 3 months of joining as you needed a face to face accountant. At this point you were in arrears and we were about to end our arrangement. Please get in touch if you would like to discuss your experience in more detail. Many thanks
Sacha C
Verified Reviewer
“Very responsive to clients' needs, with a dedicated staff who are always proactive and eager to assist in any way they can. Highly recommended.”
Helpful Report
Adam C
Verified Reviewer
“Wrongly advised by Crunch to pay out a large sum of money and it's now been over a year that i have been trying to get it back. Crunch continue to lie about deadlines and want nothing to do with giving my money back - horrible company.”
Helpful Report
Hi there, Thank you for your feedback and I'm sorry that you feel we've caused significant loss. I'd like to comment and say that we've been liaising directly with HMRC to retrieve the penalty notice issued in. We have also provided clear instructions and next steps on how to resolve this. As we're no longer your agent, your direct involvement is needed and have sent letters to you to then sign and forward on to HMRC in order to retrieve the funds. We have consistently said that we would cover any costs should HMRC not rescind the penalty - HMRC confirmed that they are happy to refund the payment and they are waiting on your response. I understand the process has been lengthy and we appreciate that the situation has been far from ideal. We look forward to having this resolved as quickly as possible, Kind regards
Sid
Verified Reviewer
“The staff are courteous and helpful - which is the only positive. I was disappointed with the opaque pricing structure (odd fees pop at various points of time), inability to meet filing deadlines (which they had committed to) - which makes things really challenging for me. I would not recommend using these guys. For these prices (and the additional fees that they keep throwing at you), I think it's best you work with a smaller accounting firm.”
Helpful Report
Dear Sir, Thank you for your invaluable feedback and I'm sorry to hear that you have found our pricing structure unclear and that you feel we've missed deadlines. We are very open and upfront about our fees and will always advise that closing company fees are not covered as part of the monthly subscription. I've looked through your account and agree that there was indeed a filing deadline that wasn't met. On review, I can see that we contacted you with emails and calls on multiple occasions ahead of the deadline and we made it very clear what was required in order to file the return in question. Unfortunately we cannot be held responsible for this as it required your direct involvement and permission. If you would like to discuss this further, please let me know and I can arrange a call. Kind regards
Szymon K
Verified Reviewer
“Solid, approachable service with friendly and helpful staff.”
Helpful Report
Richard
Verified Buyer
“I'm just finalising my first year of accounts with Crunch and the process has been really simple and seamless. I love that I can log in at any time to see a realtime status of my accounts. Invoicing is really simple. And the Snap App and Mileage App to keep track of my expenses is INVALUABLE. Ive found it worth joining just for that. I've recommended Crunch to a number of freelancers like myself purely for the ease, responsiveness, help and guidance. I've always had my questions answered clearly and quickly and have generally not had a problem. Just do it!”
Helpful Report
Sam
Verified Buyer
“Very unhappy with the level of service and online app. Having trainee staff enter into my account and make changes to my accounts without my permission is completely unacceptable. I have paid for a review and had no action from this as I was promised. I was incorrectly filed in the wrong VAT scheme under a business sector that I am not in. Yes, the responses are swift but often completely unhelpful. I pay for an accounting company because I do not understand a lot of the processes as that is not my expertise, I don't feel that I've had any benefit from paying Crunch each month. There are free accountancy online apps out there that would have been just as much use and reading the HMRC guides as I am simply given a link to the same text anyway if I have a challenging issue. If I could get my money back I would. I recommended Crunch in my first few weeks and unfortunately my colleague has had an equally awful experience. If you have simple accounts and do not find taxes and accounting daunting then they may well be a fine company for you, but if you need help to understand and have a complex company or service that needs attention then I would steer clear and get professional advice.”
Helpful Report
Hi Sam, I'm very sorry to hear that you have been experiencing issues with your Crunch Account and I've emailed you directly to see whether I can assist and offer an explanation. I am sorry that we did not follow up on the Accountancy Review with the required questions. I understand that the Review took place in June but no follow up has occurred - I've reported this as a training need. Unfortunately it is ultimately HMRC's decision as to which Flat Rate Scheme they assign to your company, based on your company trading activity. I've tried to expand on this in my email. Please let me know if you would like a call and I'll happily address your concerns in full. Warm regards
Julien
Verified Buyer
“They respond fast to your questions, not too expensive, the software is easy to use, making the management of your business simple.”
Helpful Report
Christian C
Verified Buyer
“Crunch have been great since I joined a year ago. Perfect for freelance consultants or smaller Ltd Companies. I find the service efficient, professional and Sian in particular always goes above and beyond my requests. They never make me feel like I am asking silly questions. They've saved me a lot of time too! Have referred a lot of peers and they all feel the same about the service provided. Highly recommended!”
Helpful Report
Stephen S
Verified Buyer
“Crunch Accounting is really great. I recently moved from another accountancy and the whole process is much more straightforward.The online software is easy to use after going through the YouTube tutorials. And if you're still stuck your account manager will always clearly explain what to do with any aspect of your accounts /business in Crunch. My account manager is great, I'm really glad I moved, it's good value for money. You'll be glad you moved too! Stephen.”
Helpful Report
Crunch is rated 4.1 based on 291 reviews
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