My IFA on the 7th of April instructed Nucleus Financial Services (formerly James Hay) to transfer money from my portfolio to my current account. After much chasing It arrived on the 29th April. If you... Ver más
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Consulta las opiniones de los clientes
Called to get tech support this morning and spoke with Simone. She was super helpful and enabled me access to the platform with ease. Call was answered within seconds too. Great customer service. Than... Ver más
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Good morning Nucleus Financial. Being an ex CEO I have pleasure in complementing your Company . There was a problem in my meeting a date for the completion of my pension withdrawal . Two of your... Ver más
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I needed help logging on having not used the portal for nearly 10 years (after retiring) I received simple , logical help delivered in a calm professional manner.
La empresa ha respondido
Información sobre la empresa
Escrito por la empresa
Nucleus Financial Platforms is one of the leading investment platform groups in the UK, we work with around 5,000 adviser firms to look after over £43bn of their clients’ money. We provide access to products like ISAs and pensions, and a wide range of investments including funds, equities and bonds. Our scale and profitability enable us to invest in products, price and service. This will ensure our platforms meet the needs of advisers in helping them make the retirement of their clients more rewarding. We understand that things like personal circumstances, life altering events, or health can sometimes mean our customers need some extra support from us. For more information on the support we can provide please visit https://nucleusfinancial.com/supporting-customers or speak to one of our team.
Helping to make retirement more rewarding
Escrito por la empresa
- We have an overarching commitment to support advisers. By harnessing James Hay’s pensions expertise and Nucleus’ digital capability, we’re building the best retirement-focused adviser platform for larger adviser firms in the UK.
Información de contacto
Suite 202 Warner House, SP1 3TB, Salisbury, Reino Unido
- 0131 226 9800
- communications@nucleusfinancial.com
- www.nucleusfinancial.com
3,9
Muy bueno
1 mil opiniones
Ha contestado el 88% de las opiniones negativas
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Amazing customer service
Amazing customer service put me completely at ease as unable to register /log in .
Agent was very helpful and ready to assist me navigate the platform
26 de febrero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Hello,
Thank you for your kind words. It's fantastic to know the person you spoke with was able to help you. We'll be sure to share your feedback with the team.
Many thanks
Linsey
Logg in
Sarah was brilliant today sorted my logg in straight away thank you
20 de febrero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Hello Alana,
Thank you for taking the time to share your experience. It's great to hear Sarah was able to help you resolve your log in problems. If you need anything further please don't hesitate to get in touch.
Many thanks
Linsey
Awful Service
I have been waiting for over a week now for my pension funds. Every day I’ve been told:
Don’t worry, we will keep an eye out for you
Yes, you have had a payslip. That means you will get it tomorrow.
The payslip comes from a third-party it doesn’t mean you’re getting paid yet
Oh, the money is our side
It’s no good you phoning every day nothing’s going to change
Yes, we are having problems with a new website
No, I’m sorry I can’t talk to that team. I have to put in arequest. The more requests I put in the longer it will take for you.
This is why I’m writing such a poor review. Do not use this company.
20 de febrero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Dear Mr Bowley
Thank you for taking the time to share your feedback, and we’re sorry for the frustration and the uncertainty you’ve experienced while waiting for your Pension income. This isn’t the level of service we aim to provide, and we understand how important timely payments and clear communication are.
We appreciate your patience during this period and we are committed to rebuilding your trust and providing the level of support we always strive to deliver.
Many thanks
Angela
Richard was very patient helping me
Richard was very patient helping me to log into my account.
He had to explained several times as I was having difficulty logging in.
16 de febrero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Hello Georgina,
Thank you for sharing your experience. I'm glad Richard was able to help you. If there's anything further we can do to support you please don't hesitate to get in touch.
Many thanks
Linsey
Five-star service from the Nucleus helpline
Five-star service when I rang Nucleus for technical help. Jennifer was friendly, knowledgeable, patient and (for a non-tech person like me) easy to follow
5 de febrero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Hi Sarah-Jane,
Thanks so much for leaving us this 5-star review. We're glad Jennifer was able to deal with your query.
Kind regards
Lewis
Nucleus ok was an ok platform to use shame…
Nucleus was an ok platform to use shame the independent Financial advisor wasn't as proactive
19 de diciembre de 2025
Respuesta de Nucleus Financial
Hi Deborah,
Thanks for sharing your feedback and leaving us this review.
If there are things you’re unhappy with, it’s definitely worth raising them with your financial adviser so they can support you properly as Nucleus are responsible only for safeguarding and administering your assets.
If there’s anything about the platform itself you’d like help with, we’re always here to assist.
Thanks
Lewis
Pleasant, professional help.......
Professional help from Sarah accessing my account and setting up username, registration and password. My account had locked and back up and running now with new details.
4 de febrero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Dear Keith
Thanks so much or taking the time to leave us a review, we really appreciate this and glad Sarah was able to help!
Kind regards
Emma
Respuesta de Nucleus Financial
Dear Ian
Thanks so much for taking the time to leave us a review, we really appreciate it!
Kind regards
Emma
Proper customer service
Very efficient, knowledgeable and helpful.
Sarah also understanding our man difficulties !
Well done
30 de enero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Dear Geoffrey
Thanks for leaving us a five-star review.
We're so pleased to hear this about Sarah, and glad they were able to assist you during your call. We'll be sure to pass on your feedback to them.
Kind regards
Emma
Very helpful and took time to explain…
Very helpful and took time to explain exactly what I needed to do .
29 de enero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Dear Brian
Thanks so much for taking the time to leave us a review.
We're happy to hear the team were able to support you on your call, we'll pass your kind feedback onto them directly.
Kind regards
Emma
Professional and friendly staff.
Having been dealing with Nucleus for several years now be it directly or through my financial advisor of who has recently been removed,I have found Nucleus colleagues such as Nikki and Hannah both friendly and professional.
All correspondence regarding my investments etc are produced in a way that is so easy to follow and understand, here's to the future for both myself and Nucleus.
Thank you,
Mr Lewis J. Brown.
22 de diciembre de 2025
Respuesta de Nucleus Financial
Hello Lewis,
Thanks for taking the time to leave us a five-star review! We're so pleased to hear of your positive experience and will be sure to pass on your kind words.
Kind regards
Lewis
Good customer service
The lady I spoke to was called hannah she was very helpful and patient with me and explained what I had to do to . Hannah that was excellent customer service .thank you
23 de enero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Dear David
Thanks so much for leaving us a review. We're glad Hannah was able to support you during your call!
Kind regards
Darran
Unexpected call response
Previous experience has always been excellent when contacting this company.
However this afternoon when the call was answered this afternoon 22nd January the background noise and laughter made it very difficult to hear the person on the other end.
Very disappointing that my call did not end in a satisfactory response.
22 de enero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Hi David,
Thanks for raising this, and I’m sorry for the inconvenience — I understand how frustrating this can be.
To allow us to look into this for you, could you please email our Tell Us How We Did mailbox at Tellushowwedid@nucleusfinancial.com, including your client reference number and the number you made the call from.
Kind regards
Darran
I contacted Shelby at Nucleus Financial…
I contacted Shelby at Nucleus Financial in January 2026. Shelby was very helpful and sorted my queries quickly, efficiently and politely.
Shelby is an asset to the company
16 de enero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Dear Laurie
Thanks so much for leaving us a review. We're glad Shelby was able to support you during your call!
Kind regards
Darran
Shelby was really helpful and polite
Shelby was really helpful and polite. Excellent customer service from Shelby. Thank you so much.
21 de enero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Dear Mark
Thanks for leaving us a review! We appreciate you taking the time to do so.
Kind regards
Darran
Got the task completed and Sarah was…
Got the task completed and Sarah was attentive and a pleasure to deal with
21 de enero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Dear Mr Boyce
Thanks so much for leaving us a review. We're glad Sarah was able to support you during your call!
Kind regards
Darran
My problem was sorted out quickly by a…
My problem was sorted out quickly by a lady who was easy to understand over the phone, she took time to explain clearly and waited until I had fully completed changing my pass word. Excellent help. Thank you.
21 de enero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Dear Peter
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
Nucleus has looked after my portfolio…
Nucleus has looked after my portfolio for over ten years and in that time have helped me without any problems. In my advanced years that personal attention is important.
30 de diciembre de 2025
Respuesta de Nucleus Financial
Dear Mr Crook
Thanks for leaving us a review! We appreciate you taking the time to do so.
Kind regards
Darran
My questions were responded very…
My questions were responded very efficiently but the phone line was not that clear. The information was double checked. Very good customer service
20 de enero de 2026
Opinión espontánea
Respuesta de Nucleus Financial
Dear Alyson,
Thanks for leaving us this five-star review! We really appreciate you taking the time to do so.
Kind regards,
Lewis
the lady who has been dealing with me…
the lady who has been dealing with me Nicole has been outstanding. she goes out her way to explain everything to me, and i understand everything she told me. thank you.andrew
30 de diciembre de 2025
Respuesta de Nucleus Financial
Hi Andrew,
Thanks for taking the time to leave us a five-star review! We're so pleased to hear this and will pass on your kind words to Nicole.
Kind regards
Lewis
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