Crunch Reviews

Name: Crunch
Address: The Knoll Business Centre, Unit W8A, 325 Old Shoreham Rd, Hove, East Sussex
Rating: 4.12

4.1 Rating 304 Reviews

87 %

of reviewers recommend Crunch

Company Reviews

Metrics

Info

4.1

Based on 304 reviews

Customer Service
Communication Channels	Telephone, Email, Live Chat
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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The company's best asset is the people. In my case it's Sinann, my account manager. She's patient and ALWAYS super, super helpful. Thanks! :)”

Helpful Report

Posted 5 years ago

Thanks very much for your feedback, we've passed this on to Sinann. It means so much to the team to be recognised for the great service they deliver, so thanks for taking the time! Jen - Client Experience Manager

Posted 5 years ago

“The software works pretty well but the company itsself basically does nothing for you. You do all the expenses and reconcilliation yourself and most of the tax calculation is automated or you have to do it yourself so the accountant only looks at it for the corporation tax return. They never suggest ways you can save tax apart from the most basic standard ways. They never consult you about expected earnings for coming years to put in place any tax saving strategies. They never do what they say they will do unless you hound them. When I finally decided to close my business they told me it would take a couple of months but a year later they still had not done it so then it gave me issues with my tax return. I've had 5 different account handlers in 6 years all of which seem a bit clueless. You pay standard accoutning fees for a computer to do the work for them and the little work an accountant does is done very very slowly or not at all. I'll use an old fashioned accounant next time as I paid a lot less tax than with crunch.”

Helpful Report

Posted 5 years ago

Hi there, Thank you for taking the time to review Crunch, I'm very sorry to hear the experience you've had has not been positive. Although I understand that you've closed your business, this is not the way we'd like you to leave Crunch, and we will be reaching out to you today to find out more about your experience and see if there's anything we can do at this stage to help you out. Thanks, Jen - Client Experience Manager

Posted 5 years ago

“Being appointed your own personal manager who is both friendly, knowledgeable and personable makes a huge difference to someone like myself who likes to be organised.”

Helpful Report

Posted 5 years ago

Thanks so much for taking the time to leave us this lovely feedback, we really appreciate it! Jen - Client Experience Manager

Posted 5 years ago

“My account manager suddenly left the company shortly after we completed my onboarding and none of the initiatives or specifics of my account were apparently handed over to my new point of contact. The anonymised way in which you must communicate with Crunch through support@crunch.co.uk makes it feel like all your requirements are simply being fed into a very generalised model that caters for the majority of customers, but perhaps doesn't perfectly fit those with slightly different requirements. I'm trying to leave Crunch at the moment and have been waiting for over 3 weeks to receive a meaningful reply to my emailed notice of termination. Their software is also very poor compared to something like FreeAgent. It gets the job done, but feels like something developers cobbled together with very little input from a UX designer.”

Helpful Report

Posted 6 years ago

I'm very sorry your recent experience hasn't been at the standard we would expect. One of our Team Managers is contacting you this afternoon to discuss everything. Martin Head of Client Services

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

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

Posted 6 years ago

“The Crunch team are always friendly and willing to help solve or attend to any queries or concerns I have and being a relatively new company owner, I have a few! :)”

Helpful Report

Posted 6 years ago

Hi Jo, thanks very much for giving us such lovely feedback, we really appreciate it.

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

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

Posted 6 years ago

“So far so good, switched over from SJD who were not good at all. Crunch are very responsive and professional.”

Helpful Report

Posted 6 years ago

Thank you for taking time out to review us, we really appreciate your feedback. Martin Head of Client Services

Posted 6 years ago

“Sinann has been extremely helpful and pleasant to talk with! Thanks for resolving all my issues!”

Helpful Report

Posted 6 years ago

Fantastic feedback, thank you very much and it means so much to our people to be recognised for the service they deliver every day. Martin Head of Client Services

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

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

Posted 6 years ago

“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

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

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,

Posted 6 years ago

“My client manager Mr Luke Young is extremely helpful and nice, also gives 100% to explain and solve my queries.”

Helpful Report

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

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.

Posted 6 years ago

“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.”

Helpful Report

Posted 6 years ago

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

Posted 6 years ago

“Superb Customer Service. I have full transparency over my business financials.”

Helpful Report

Posted 6 years ago

“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

Posted 6 years ago

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

Posted 6 years ago

“They are very helpful and my client manager Matt is always willing to help or give advice. I thought they would be a faceless online accountant, it doesn’t feel anything like that. It’s made me feel more in control of my finances.”

Helpful Report

Posted 6 years ago

Hi Simon, Really wonderful to hear your happy with the service from Matt. We've let him know and he's a very happy chappy indeed. Lovely to hear that you find us to be personable service also Thanks again!

Posted 6 years ago

“The main reason I'm still with crunch is my client manager who is always of great help for my enquiries. I really like the e-crunch platform that is quite straight forward to use. The only reason why I didn't give crunch 5 starts is the high staff turnaround. I must have had at least 4different client managers within less than 2years.”

Helpful Report

Posted 6 years ago

Hi Peter, Thank you so much for the kind words! Your Client Manager Abbey is very happy with your comments. From time to time, Client Managers move onto other positions within the company and so we need to re-home clients. We appreciate that this isn't ideal however our training and support systems should be able to facilitate a smooth transition. Thanks again

Posted 6 years ago

“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

Posted 6 years ago

Crunch is rated 4.1 based on 304 reviews