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Crunch Reviews

4.1 Rating 292 Reviews

86 %

of reviewers recommend Crunch

Company Reviews

4.1

Based on 292 reviews


Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Over A Week

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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Crunch 5 star review on 28th June 2016

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“They lied to me about "self assesment up to 31st jan of 2024". I payed, and after you pay they say that will take up to 6 weeks, and that you accept a contract in small letters, but their advertise says that for 160 pounds + VAT they will finish your self assessment up to 31st of Jan 2024”

Firstly, we want to clarify that we categorically dispute the claims made. Our commitment to client satisfaction is paramount, and we understand the stress associated with last-minute Self Assessment filings. To mitigate this, we actively promote and advertise our Self Assessment services for a period of 9 months before the deadline, aiming to help our clients avoid leaving it too late and be subject to fines or penalties. Additionally, our 6-week Service Level Agreement (SLA) is explicitly outlined in our Terms of Service, presented before any payment is processed. By agreeing to these terms, our clients are informed in advance about the expected timeline for service delivery. While we strive to expedite all filings, it is essential to note that we maintained transparent and open communication with this client. We regret seeing this negative review, especially considering our efforts to keep them informed at every step of the way. Despite the challenges, we successfully completed the Self Assessment in under 5 working days, filing it promptly with HMRC to ensure the deadline was not missed. We take pride in not only meeting but exceeding expectations. Moreover, we ensured that this client was tax-efficient, resulting in no tax liability.

“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.”

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

“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.”

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

“Dreadful! I cannot put into words how awful the Service at Crunch has become; I am an existing Customer who can't wait to leave them. They overcharge you for a service that they don't provide. They never return calls, the staff have become so incompetent, and lazy don't waste your money, If I can offer any advice get a face-to-face accountant who cares and sage software.”

Hi Madeline, Thank you for your feedback. We aim to provide the very best level of service to our clients, so this feedback is very concerning. We'd be very grateful if you could take us through the issues you've experienced so that we can try to resolve this as soon as possible. A senior member of the team will be in touch this morning, if you can't take our call we'll drop you an email to arrange the best time to speak. All the best, Jen - Client Experience Manager

“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.”

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

“Dreadful organisation who overcharge. Poor internal communication and lack of assistance. Good luck getting them to close your business down - they will stall and drag things out as long as possible in order to keep charging you £90 a month.”

Hi Mike, Thank you for your feedback. We aim to provide the very best level of service so naturally, this feedback is concerning to us. I'm really grateful that you were able to spend a little time on the phone with your senior client manager this afternoon to take him through your experience. We're working on the information you provided and will be in touch soon with a further update. All the best, Jen - Client Experience Manager

“Horrible staff - Unorganised service - Unhelpful - Hidden fees everywhere. Do not recommend.”

Hi James, Thank you for your feedback. We aim to provide the best level of service to our clients 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 we can try and resolve the issues raised. A senior member of the team will give you a call today. If you're unable to take the call don't worry, just drop me an email to reviews@crunch.co.uk with a suitable time for us to get in touch. All the best, Jen - Client Experience Manager

“The worst company answering emails and sorting problems I ever experienced. Still waiting for an answer. I will not recommend at all this company if you are expecting to sort something quick. The waiting is endless. Very bad service.”

Hi Maria, Thank you for your feedback, I'm sorry to hear that you were disappointed in your experience of Crunch. We strive to answer all queries as quickly as possible and the accountancy service we provided to you was completed well within our published timeframes. If you have any questions please don't hesitate to contact us directly. All the best, Jen - Client Experience Manager

“Just had to pay £75 +v to back date/amend my personal payroll run for 2019/2020. Would have thought for approx £90 per month I am paying for Crunch services, Crunch would have initially informed me/guided me through setting up my payroll run, recommended salary to ensure I get state pension entitlements in the 1st instance as part for the service. Im looking elsewhere for 2020/21 as poor service from Crunch!”

Hi there, Thank you for your feedback. We aim to provide the best level of service to our clients so naturally, this feedback is concerning for us. I'd be very grateful if you could spare a little time to discuss this further so I can try and resolve the issue you raised. I'll give you a call this morning. If you're unable to take my call don't worry, just drop me an email to reviews@crunch.co.uk with a suitable time for me to call you. All the best, Sian - Team Manager

Updated response: I'd like to take this opportunity to thank Lee for taking the time to speak to me about his concerns. We believe that feedback is a two-way communication stream and that it's important to address any and all feedback we receive, as we value the relationship we have with our clients. I'm really pleased that we've been able to resolve Lee's concerns and we look forward to supporting him with his accounting needs for the future. All the best, Sian - Team Manager

“I have had multiple issues with Crunch, avoid them if you can: - They refuse to put my company into dormancy. They are using a single unconsolidated transaction as an excuse to keep charging me the full-service subscription. - Very slow support and service, absolutely no guidance on how to run your company. - Anything other than the most basic service has to be paid extra, even really simple things.”

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. Unfortunately, I'm not able to locate your details based on the information provided. I'd be really grateful if you could drop us an email to reviews@crunch.co.uk with your company name and we'll be in touch as soon as possible. All the best, Jen - Client Experience Manager

“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.”

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

“Joined 25th November and made payment. Realised by the next day that I probably didn't need the service. Called and cancelled within 24 hours. Got an email to ask me to put this in writing - I did this within an hour. Got a quick reply (8 minutes!) saying I would have a full refund within 5 working days. No refund still now in mind-January. I have sent repeated emails very clearly describing the problem. I replied to the same email trail, so I know for a fact they have my messages. I also got the automated responses to acknowledge my messages. Make your own mind up if based upon the above you would trust Crunch.”

Hi Simon, I'm really sorry to hear about this, this certainly doesn't describe the service we pride ourselves on. We're looking into what's happened here and someone will be in touch to resolve this today as a matter of priority. All the best, Jen - Client Experience Manager

“It started off really well a few years ago with a super great account manager but since then I have been passed from one person to another, providing conflicting advice continuously. Recently I checked with client services if I could withdraw a certain amount of monies and they confirmed I could only to then be told I needed to pay monies for my corporation tax for over £4000 personally. Never received those monies back after the endless amounts of calls and emails. My advice, go to professionals not Crunch were they do not have competent staff nor software.”

Hi Bolly, When you raised this concern with us it was escalated to our deputy head of accounting who dealt with this in accordance with our complaints procedure. She has confirmed that no incorrect or conflicting advice was provided and no monies are owed to you from Crunch. All the best, Jen - Client Experience Manager

“Their system is great and really the only reason I have stayed with them for the time I have, but the customer service experience is not good. Slow response times from the customer services team are frustrating and when asked for advice they don't offer any. They seem to have a set list of copy/paste information they offer rather than actually engaging with your particular issue or question.”

Hi there, I'm really sorry to hear that you're disappointed with the time and content of the responses you've been getting. We'll be looking into this today as a matter of priority, and a senior member of the team will be in touch. All the best, Jen - Client Experience Manager

“I’ve been with Crunch arround three years. My account manager for about a year was great. However, she’s left and no one seems to have taken her place. The accountant who’s spent 6 months helping me deal with an accounting issue has been replaced with someone who although personable doesn’t seem to have a clue and is giving incredibly frustrating incorrect advice. The costumer service is overall really shoddy. The high turnover of staff there means you’re constantly repeating the same thing to accountants with various degrees of competence. Will be moving ASAP.”

I'm so sorry your experience isn't what we'd like it to be and we'd love to speak to you about resolving it. If you could email into CX@crunch.co.uk we'll jump on it straight away. Martin Head of Client Services

“Crunch have unqualified or under-qualified staff who don't care about their clients. About a month ago, I requested that my self assessment be done for me. I supplied all the relevant information (with the exception of 1 income source which I forgot to mention). After 3 weeks (which, by itself, is aweful as I'd expect 1 week, at the latest for a response), I was asked to approve my self assessment, when I remembered about the extra source of income. The accountants and I agreed that the income didn't need to be stated on the self assessment, which is fine. Here's the problem, on my first self assessment, it was stated that I should have a £1.20 tax rebate. On my second self assessment (revised version), I owed £28.80. So, of course, I questioned this, to which the accountants' response was "I apologise for any confusion. Upon review of your self-assessment we noticed that the tax deducted at source amount was slightly higher than stated on your P60. This is what resulted in showing a rebate of £1.20 and now with a tax liability of £28.80." Now, let's assume I hadn't remembered the extra income (which would've been my fault obviously), I would have approved the first self assessment, which is incorrect and that would have been sent to HMRC and I would be committing some sort of tax evasion crime (I'm not a lawyer so don't know what crime it would be but there's no way it would be legal). So, let's assume HMRC found out that the figures were wrong, I would be the one who gets penalised with fines, not Crunch, because the accountants are incapable of completing a self assessment correctly. This shows that the accountants literally don't care. If it was me as the accountant, I would literally bend over backwards to make sure the self assessment is completed with absolute accuracy, because I would be well aware of the penalties and consequences of submitting an incorrect self assessment. This is not the only problem, some others include, but are not limited to: unspecified ad hoc services and up to 2 days wait for a response to emails. The service is absolutely unacceptable and I would not recommend anybody to use Crunch.”

Hi Richard, since raising your concerns our Accountancy Managers have been working with you to resolve them. I'm very sorry this experience caused you so much frustration, which is the absolute last thing we would have wanted for you and we are committed to ensuring you have what you need going forward. Martin. Head of Client Services

“Unprofessional unsafe practices crunch couldn’t give a dam. I requested Crunch 6 months ago to close my company to date still not done, what’s worrying they use unqualified people to do your accounts from what appears to be a script. I have lost thousands due to their incompetence. Complaints are ignored, when you try and escalate your fobbed off. Warning stay clear of this company. By far the worst company I have ever dealt with, this company will not be around in a few years won’t be long before BBC watchdog get there teeth into them Mel Grant MAID IS OXFORD LTD.”

Hi Mel, Thank you for your feedback and we're really sorry to hear that you've had a bad experience. This is not what we're used to hearing and we'll do all we can to put things right where we feel that we can. We'll make sure that a member of the team is in touch as soon as we can and we'll review what has taken place on your account. We have a thorough complaint process at Crunch and our records show that a Team Manager responded to your original concerns last month but we've not had a response until your review today. We completely disagree with your comments about our staff members and that our practices are unsafe. We'll be in touch as soon as we can. Kind regards

“I am giving one star as I can't give zero. I would strongly recommend avoiding this company at all costs. They messed up my payroll, my VAT and I am not sure whether the rest of the work they did is correct. I had to take out a bank loan to pay for the incorrect VAT and personal tax which was a couple of thousand out. After many calls to the HRMC I finally got this corrected myself. I am currently paying interest on a loan because of their mistakes, I complained but they aren't willing to offer compensation. Their attitude until I complained was very flippant.”

Hi Adam, Thanks for taking the time to share your experiences with us, my name's Luke and I'm the Client Experience Coordinator here at Crunch. I'm very sorry to hear that things haven't gone quite as expected, I'd like to take some time to thoroughly review the situation and get back to you with a more in depth response. Hold tight and I'll be back in touch on Monday. Kind regards,

“As a customer for 2 years I paid a £200 company closure fee 6 months ago and they still haven't closed the company. They will not forward any mail and are leaving me in the dark about everything. I am seeking legal advice on the position of my company. If you value your business I would not recommend Crunch, there are much better providers out there.”

Hi Joseph, Thank you for your sharing your feedback and we're sorry to hear that you're having diffuclties with our closure process. Our notes show that your accounts were completed some time ago however we both agreed not to close down the company - this was in your best interest. We'll ensure that somebody is in touch with you this morning to discuss in more detail. Hold tight.

“I couldn’t agree more with all the bad reviews below. I have been a customer since 2012 and noticed the services getting poorer every year. At this day, their services looks more like a bunch of automated emails rather than a true service helping you handling your tax efficiently. I am now dealing with the worst customer experience, with late fee payments and been forced to pay a full year of subscription despite my wish to leave. I am currently seeking for legal help as anywhere else is a pro-rata based type of subscription. I thought that a start up would had the decency to consider their old customers who endured the up and down of their development. I am shocked of their very poor ethics and consideration against freelancers and small businesses.”

Hi Tom My name's Andy and I'm the Client Experience Manager here at Crunch. I'm really sorry to hear about your experiences and will review first thing tomorrow when the office is open. Rest assured we'll review and and be in touch as soon as we can. We'll pit things right if things have gone wrong. Thanks for raising and leave it with me to review. All the best

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Crunch is rated 4.1 based on 292 reviews