Crunch

What used to be an impressive service has unfortunately gone down hill. As another reviewer has stated, the process works well until the need to speak with someone over the phone arises. I have been waiting for someone to call back to discuss various queries but there doesn't seem to be any urgency.

I’ve had continuous problems with Crunch to the point where it’s honestly a joke. To start with, the platform itself is terrible. You’re effectively paying around £180 a month for them to do nothing more than file submissions, because almost everything else has to be done manually by you. There is no real automation, no AI assistance, and no intelligent transaction matching. Even something as basic as recording and matching a client payment is broken. I’ll log a payment in the app to keep things tidy, then later go to match transactions. The system will suggest a “potential match”, I confirm it, and then it unmatches my original client record. That forces me to go back into client payments and rematch everything again. I’m literally doing the same work twice because the system can’t handle a basic workflow. Currency handling is even worse. The platform cannot convert USD properly. You’re expected to go to an Excel spreadsheet, look up historical exchange rates for the exact transaction date, manually convert the amount, and then upload that figure into Crunch. In 2025, this is completely unacceptable. There is no automation for matching, no smart categorisation, and no time-saving features. Xero or QuickBooks do a better job at a fraction of the pain, and they actually have modern features built in. Support is just as bad as the platform. I’ve reported these issues multiple times. Every time someone asks what’s wrong, I explain it again, and nothing ever gets fixed. Emails are routinely ignored. The only way to get a response is to phone them, after which they suddenly reply to the email. Then you respond back, and they ignore you again. The final straw was payroll before Christmas. I emailed them 13 to 15 days in advance asking for a simple salary update for one of my employees so I could run payroll early. Complete silence. No replies at all. I finally had to call on the 23rd. They responded on the 24th, gave me incorrect information, and then told me payroll had already been filed without my requested changes. I was then told it would need to be refiled and that HMRC “doesn’t like that”. So despite giving plenty of notice, following up repeatedly, and doing everything right, I was left scrambling days before Christmas because of their incompetence and lack of communication. At the end of the day, you’re paying £180 a month for almost nothing. If you’re going to do all the work yourself anyway, you’re far better off using Xero or QuickBooks and paying an accountant separately to file things. You’ll save money, save time, and avoid this mess entirely. Crunch is outdated, poorly built, badly supported, and completely unfit for modern businesses. Having to manually convert USD transactions in Excel in 2025 is a disgrace.

I've been using Crunch for 2 years and they have been fantastic from start to finish. Most recently, I have been in communication with an accountant named Glenn Cobb who has been helping me with a few business issues. He has been incredibly prompt with email responses and he has provided me excellent guidance. This has been typical of my dealings with Crunch for the past couple years. They offer an excellent accountancy solution and I recommend them to all.

UPDATE: I received a call and email from the founder shortly after posting my review and I am pleased to say that my outstanding issue was resolved promptly and I've been given assurances going forward. So I am updating this from a 1* to a 3* review. I will update it again if customer service consistently returns to its previous high standards. ORIGINAL REVIEW: The system is great and very helpful but as soon as you need help from a human it goes downhill quickly. Customer service used to be fantastic but over the last few years the service has really declined. When you get a senior person to deal with something it is fine, but there are too many automated messages and people responding to questions who really can't answer them and seem unable to get them escalated with any urgency. For the second year running I am having trouble getting my year end sorted and despite acting promptly to requests for action at my end and pleas to the generic email account you have to use, I get nonsense emails back 2 weeks later that don't answer any of my questions and leave me no further forward. I have complained numerous times but Crunch don't seem to care that I have been a loyal customer for over 10 years and last year I had to pay an HMRC fine because my year end was delayed largely due to their inability to respond to my questions - but they refused to take any responsibility. Whilst the customer service has declined the price, of course, has gone up considerably. Please Crunch, sort it out - I don't want to switch provider because I really like the software but you have got to do better at resolving simple customer queries and actually helping your customers. By default your customers are small business owners and we don't have time to keep chasing your agents for responses we haven't received in order to move things forwards. I am hoping making my complaint public might spur you into action as I have no idea how else to get through to you.

Great service, my 2nd business with Crunch and have been a happy customer since first using them 10 years ago. Great software that I have seen evolve, and the accountants on the other end of the phone Mon-Fri is critical for me!