Crunch Reviews

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

4.1 Rating 305 Reviews

87 %

of reviewers recommend Crunch

Company Reviews

Metrics

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4.1

Based on 305 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

“I had an accountant completely mess up my personal filing and was quite wary of having anyone else do my tax again. Crunch is brilliant and perfect for me in that the actual system is so easy to use I can see everything in real time so I know exactly where I stand at any point in the year with minimal effort. Anytime I've had questions the team has been helpful and responsive and the user friendly interface means filing my own Personal Return is super easy so no more forking out for fees every January! All business returns are filed on time to HMRC and have never had any problems. I must give a personal mention to Luke Young my account manager who is has been a smiley face at the end of an email after going through a stressful mortgage application, nothing was too much trouble and he did everything in his power to help and his personable manner really helped to make the whole process a lot more bearable! The only thing I would say is that although I understand why they do it, you always have to email what appears to be a generic support@ email which can feel a little like you're sending emails into the ether but this is a small detail, I would always recommend Crunch to people looking for a reliable accountant as I've received nothing but impeccable service from them.”

Helpful Report

Posted 6 years ago

“I found the Crunch online system and app, practically impossible to use. But the main problem came when I asked for advice on several personal, and business tax questions. I asked to speak to an accountant 7 times, each time I was deflected, and either given contradictory advice from client managers, or told to search the topic and read an article on the crunch site. Several things were not filed with HMRC, despite me receiving emails from Crunch stating that they had been filed. Crunch is not cheap for a Ltd company, at £1000 a year - and this doesn’t include and personal filings. I now have an actual accountant, who is apauled at the advice crunch gave me. I’ve had to spend thouasands of pounds rectifying the problems caused by crunch. I really don’t know what crunch are providing...there are easier to use online systems for £3 a month. Crunch try everything to stop you speaking to one of their accountants, even though they advertise ‘unlimited advice from accountants’ so what you are paying for, I don’t really know. My accountant advised me to ask crunch for a full refund for any premiums I paid, which I have requested - but I haven’t yet heard anything back. The client managers all seem very nice, but you get different advice every time you speak to someone.”

Helpful Report

Posted 6 years ago

Hi Thomas, My name’s Luke and I’m the Client Experience Coordinator here at Crunch. I’m sorry to hear that you’re unhappy with the service you received during your time with us. Our Client Experience Manager, Andy, has been looking into your complaint and will be contacting you separately to discuss the issues you have described. Please leave this with us and we’ll be in touch as soon as we can. Kind regards,

Posted 6 years ago

“I've been using Crunch for a couple of years now, never had any particular problem.”

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Posted 7 years ago

“Used to be a great company. Now totally disorganized and give incorrect information via emails. Sorry crunch... what started as a good company now needs to up it's game if you want to compete with self-serve platforms such as Xero.”

Helpful Report

Posted 7 years ago

Hi Jamie, We're sorry to hear you're unhappy with the service. We'll be in touch as soon as we can to see what's been going on. Hold tight. All the best

Posted 7 years ago

“Late filings similar to the stories below despite chasing. I expect them to pay the Companies House and HMRC fines. Currently they haven’t accepted liability despite me telling them to get on with the accounts months before. Avoid.”

Helpful Report

Posted 7 years ago

Hi Jez, My name's Andy and I'm the Client Experience Manager here at Crunch. I'm really sorry to hear of your experience and will be in touch as soon as I can. Please leave this with me to review for now. Kind regards

Posted 7 years ago

“If I had the option to give Crunch 0 out of 5 I would. Firstly, my 2016-17 accounts were filed late. Admittedly I didn’t complete my accounts until December, however this was something I had always done with my previous accountants. I assumed it would be the same with Crunch especially as all the bookkeeping was done digitally so I assumed there wouldn’t be much that an accountant would need to do, especially as I’m a freelancer. I was never chased by Crunch or made aware of any deadlines but once I had submitted my accounts I was told they wouldn’t be filed in time and I would be fined £150. After exchanging several lengthy emails with my account manager where he argues with everything he said and blamed everything on me I was left with a fine of £150. Next it was time to do my personal tax, I followed the link in the automated reminder email I received to remind me to fill the form in before 14th December, on the 14th December, and filled in the form. A message appeared telling me someone would contact me. Nobody did contact me and it was only when my account manager chased me several weeks later that I told him I’d filled the form in and discovered that I had actually filled in 15/16’s form in error. I explained that I had followed the link in the email and he said he could see I had filled in the form within the deadline so I should only have to pay the £75 rather than the £175 it cost if you missed the deadline. However after various long winded and defensive emails from various team members it was concluded that I would have to pay £175. At one point I waited a week for a reply from one email only to be told I would have to pay the £100 extra because there was only a day left before the deadline and I had left it too late to complain. The fact that Crunch spent so much time and resource arguing over £100 is obsurd. It would have cost them that in time spent dealing with my complaint and due to the outcome they have also lost my business and good will. My experience with Crunch showed me they are after a quick buck rather than wanting to offer their customers a good and fair service.”

Helpful Report

Posted 7 years ago

Hi K, Thanks for sharing your experiences, I can understand that it’s always unpleasant to have to make payments that you had hoped to avoid. I am sorry if you feel that we’ve been unclear with our requirements however on review, all reminders about responsibilities and deadlines have covered the due dates of the company accounts. Your Client Manager assisted you throughout the year creating .csv files of your bank statements that would usually be charged as an additional bookkeeping service. We have a clear pricing structure for self assessments with early bird discounts, starting as early as July the following tax year, that is advertised via our marketing and newsletter emails. I’m sorry if you did not read these and the offers were not taken up. It’s always our aim to provide first class service and we’re sorry that you felt let down in this instance. If you’d like to discuss this further, my name is Luke and you can contact me on cx@crunch.co.uk Kind regards,

Posted 7 years ago

“Quite good about coming out to a repair.”

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Posted 7 years ago

“Absolute mess. All the advice they gave me was either wrong or so poorly communicated as to be ineffectual. Filed my VAT 3 weeks late despite me calling up several times to try and push it along. Now I am still getting letters from HMRC asking me where the money I owe them is despite it having been paid immediately. I feel like I have been completely ripped off and effectively paid for nothing but headaches and a waste of time. It's worth paying a bit extra for a higher level of service. I can honestly say I'd have been better off going it alone with a spreadsheet.”

Helpful Report

Posted 7 years ago

Hi Joe, My name’s Andy and I’m the Client Experience Manager here at Crunch. I’m sorry to hear that you’re unhappy with the service and I’ll be looking into this straight away. I’ll be in touch as quickly as I can so we can review what went wrong and where we can rescue this for you. All the best

Posted 7 years ago

“Had an issue with my client manager at Crunch who just wasn't getting what I was asking for. I then dealt with Oscar Whitaker who handled my mortgage reference perfectly. Was clear and concise and straight to the point. Would happily deal with him again.”

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Posted 7 years ago

“Stephanie Berriman has been a fantastic help to me, she has great patience and is always prompt and efficient. I would recommend Crunch and the great customer service they provide. Keep up the fantastic work”

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Posted 7 years ago

“My experience using Crunch is really good. It's a platform very easy to use and now that I can reconcile statements automatically uploaded from my bank it's extremely useful. I've been using it for more than 2 years and I can recommend it to everyone. Luke, my account manager, is awesome. He is really helpful and he always have an answer to my questions (no matter how easy or hard they are). He advised me really well on how to manage properly my expenses and he solved all my doubts about the business. I feel really safe considering my experience directing an ltd is quite short. I can recommend it 100% sure.”

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Posted 7 years ago

“Two of Staff at Crunch - Alexis and Mina - to me have been exceptionally kind and helpful and an absolute pleasure to speak with, even though I asked a lot of questions, and I appreciated their detailed knowledge and availability - which went beyond what I would have expected. Thank you.”

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Posted 7 years ago

“If ever we have any questions, our Account Manager Luke is always on hand to help us. He always goes above and beyond and we have a great relationship. Couldn't recommend Crunch strongly enough.”

Helpful Report

Posted 7 years ago

“Cumbersome portal. Late account filing with Companies House. Inaccurate VAT return advice. Notification of fine from Companies House not forwarded for almost two months. Continue to receive VAT overdue alerts despite deregistration six months ago. Regular price hikes over and above inflation. Internal communication very poor. External communication very poor. Despite apologies and assurances from Mr Tyrell, level of service is still woeful. Would not recommend to anyone in it's current state.”

Helpful Report

Posted 7 years ago

“The Crunch system is really straightforward to use, the short videos take you through each bit step-by-step and the account managers are knowledgeable, helpful and very patient when I have any questions. It makes my accounting so simple and quick - I never thought I'd say that. I can't praise them highly enough.”

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Posted 7 years ago

“Always available to assist and answer questions”

Helpful Report

Posted 7 years ago

“Really great service and easy to use app. Takes the pain out of accounting.”

Helpful Report

Posted 7 years ago

“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”

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Posted 7 years ago

“The level of service received from crunch is awful. I had a payment issue last year and I am still trying to get the issue resolved. They've never apologised despite the problem being on their side and have put in minimal effort on their side to get things resolved. Worse is that if I want to leave , all my data is stuck with them and I have to keep putting up with prices hikes. I would strongly advise using a product that is more independent (i.e.Xero) and finding an accountant separately.”

Helpful Report

Posted 7 years ago

Hi Daniel, Thanks for sharing your experiences with us, my name's Luke and I'm the Client Experience Coordinator here at Crunch. I'm sorry to hear that the service you've received has fallen short of expectations, I'll look into this further and we will be in touch as soon as we can. Leave this with me, again I'm sorry to hear that you're not currently happy with the service right now.

Posted 7 years ago

“I've been with Crunch for many years, while my business has grown about 6x. All the way through I have found their online service just what we need. Yes, it is not a bookkeeper - you enter the information - but that is what we want. It helps us keep our books in order, makes sure we comply with all VAT, Tax, PAYE and Companies House deadlines. And our accounts get audited and sent to We have had good support when we have needed it (e.g. questions about witholding tax in India). I would definitely recommend them - but before you buy check they this is the service that you want. Looking at some of the negative reviews I get the impression people thought they were buying a different service.”

Helpful Report

Posted 7 years ago

Crunch is rated 4.1 based on 305 reviews