Nucleus Opiniones 

If you claim your pension from the trustee never know when your getting it. Any queries with your account they will just stop payments without notification. Absolute rubbish

Appalling customer service and processing of payments since James Hay became Nucleus.
My monthly pension payment has failed to arrive, so i had to manually request a payment from them.
Phone calls takes 20mins+ to answer
Secure messages have gone unanswered for over 2 weeksn now, and counting!!

They keep sending me emails asking for a review here we go.

Quite basic platform. All the advisors I used use Nucleus so it’s meh.

Nucleus need to come into the 21st century. Their system is stuck in the 20th century despite "upgrading" their platform recently. My SIPP account has been split between Nucleus and EQI, and to park some cash in a simple money market account. I need to sell it from EQI to Nucleus, then tell Nucleus to invest it in said money market account, a process which takes around a week, during which my money is earning no interest.I advised Nucleus to make a transfer on Wed 25th . today, Friday 27 I called EQI to see what was happening with the transfer( a call which took 29 minutes). They told me , categorically, they had no knowledge of this transfer and I should contact Nucleus. At Nucleus, after 20 plus minutes on hold, a very helpful person called Phoebe, told me where I needed to look on their site to chart the "progress" of my transfer and I saw that, 2 days later although it had been "authorised", it was still just "pending", which explained why EQI knew nothing about it. So I will be lucky if this cash is with Nucleus and available for investment before the middle of next week. When I decide to reverse the process, after the current period of volatility, it will no doubt take just as long.
Unless there is a major improvement in their systems, beginning with an acceptance that currently they are unfit for this day and age, my account will be migrating to another provider.

I have spoken to three people at Nucleus over the past two weeks; Alan, Cameron and Roisin.

I spoke at length to Alan and Roisin, both of whom were understanding and patient, and excellent in guiding me through the new platform and obtaining a payment. Two of the most overlooked skills in service organisations are the need for empathy and patience in order to gain a genuine understanding of a person's issue in order to be able to achieve a successful resolution/ outcome. Alan and Roisin excelled at this, as has everyone I have ever spoken to at Nucleus/ James Hay over the years.

Cameron I was disconnected from due to poor network signal, but he called me back immediately without my having to request. That's excellent service.

We asked Nucleus to perform some complex investment changes in a limited time frame. Anna Sacco rose to the occasion magnificently, carrying out all the required actions with considerable speed and efficiency.
This confirms my view that Nucleus is the most efficient platform and justifies my continuing to recommend them to clients.

I have experienced truly unacceptable service from Nucleus Financial in relation to my mother’s pension account.

I am acting under a valid Lasting Power of Attorney, which had previously been correctly registered when the policy was held with James Hay. Despite this, I have been forced to go through the unnecessary and time-consuming process of re-registering the LPA after the account transferred to Nucleus—something that should never have been required.

Following the recent death of my father, my mother has been left in urgent need of funds to cover essential care costs. In February, we requested a withdrawal of a lump sum. Weeks later, the request still shows as “placed” with absolutely no progress, no communication, and no explanation. On my last call to them, they refused to speak with me as my LPA had apparently still not been processed, despite sending it weeks ago and not really having to do this in the first place given it was formally registered by James Hay. When I asked the advisor if I could politely speak with someone more senior about this I was repeatedly told that no one was available, despite the fact it was confirmed I was speaking with the Nucleus/James Hay head office in Salisbury.

This is not just poor administration—it is a complete failure to support a vulnerable customer at a critical time. The lack of urgency, transparency, and basic customer care is shocking.

To make matters worse, I submitted a formal complaint directly to Nucleus and have received no response whatsoever. Ignoring a complaint of this seriousness only reinforces my view that this organisation has little regard for its customers or their circumstances.

Dealings with James Hay used to be a breeze. This merger seems to be a disaster. I would strongly caution anyone considering using Nucleus Financial. When you need them most, they are simply not there.

I can only agree with all the negative comments on here. After many years of James Hay, mostly excellent service, since the system 'upgrade' it's been nothing short of a shambles.
I realised early on that things were not right after being told I needed to place a trade to simply move my money between eqi and nucleus. Which then took 4 weeks to process! But the final nail in the coffin was not being paid my pension on time. Luckily I had other funds, but not one message from Nucleus in recognition of things going wrong or any indication of things getting better.
So ive decided to move away to another provider. We are now over 3 weeks in and Nucleus haven't even acknowledged the transfer request from the new pension provider.
I raised a complaint a few weeks ago but I suspect it will end up at the ombudsman if Nucleus try and charge me my annual drawdown fee and eqi fee in April (which im pretty sure they will and maybe why they are not answering transfer requests).

I agree with Caroline's review of March 16th. Very disappointing service spent many hours trying to arrange for a pension to be transferred to the Nucleus platform and my main pension company. My secure message about this sent 2 days ago has not been answered and a similar email to the address on the website remains unanswered too. I tried telephoning, but after nearly fifteen minutes gave up. Very disappointing service bearing in mind. I have been with James hay and my pension company for over 20 years.

Utterly useless with no responsibility for the activities of Curtis Banks

Amazing service from the very lovely and helpful Roisin O`Neill at Nucleus. I was confused about how to log in to the new portal as was getting nowhere since the move from James Hay. Not only did Roisin talk me through what to do, she stayed on the call and talked me through each stage. When I wanted to sell a fund she directed to me how to do this, she was truly epic and a credit to Nucleus. Please feedback to her manager how customer-centric she is. Thanks for making something confusing very easy. Ray

Sadly having to leave Nucleus as I have moved to the USA. They have been excellent in handling my modest portfolio over the last ten years and I will miss their hands- on style and helpful customer services team.

Struggling to get lump sum payment. It's taken over 6 weeks to get a payment from them. Each time the person says they can't see a problem and promise to call back - but no-one ever does. Really poor customer services. And their secure messages don't work

Some staff were very helpful, others lacked knowledge

Tried to withdraw money from my James Hay pension and whole process was made as difficult as possible took weeks very poor service and communication .Now moving to another company.
Spread the word …..

Overall the service was good, if a bit slow and disjointed. Customer service differed a little depending on who was serving you, in some cases the calls lacked clarity which was frustrating when trying to ask important questions and seek key information. Sometimes it wasn't possible to get through to a finance specialist so I wasn't always confident I was getting the right information from the agent when asking very specific questions

A special mention can be made to Elvan Scott, a very helpful and polite customer service agent who did an excellent job in answering some important questions towards the end of the process. After the call I was left feeling a lot more assured and confident things were in the right place, well done to her!

For my own family's case of processing all the information required to manage the proceeds of an inherited pension, the company did well to communicate when required to every stakeholder involved. This was a tricky task given the amount of beneficiaries there were. James Hay continue to be supportive during calls regarding any questions or issues around the service. I am now a customer of the Nucleas platform so I assume I am still in the hands of James Hay as an entity but with the combined efforts of the Nucleas team and the new online system, so far so good with that relationship.

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 lady employees , Maria and Dawn, handled the problem with ease , effeciency ,and politeness .
It is a pleasure doing business with your Company for over 20 years and thank you Maria and Dawn for your excellent help .
Best wishes
Paul Mcintosh

Simple well explained details of how to set up account and login and references in emails made things easy for a not so competent user. Good service excellent

I am still awaiting your reply. I think you sent my late husbands Death Certificate back on its own without a covering letter. Please let me know if he has any pension funds with you or not. That’s all I need to know.
Many thanks,Joy Clark