Review Time
Secure messages vanished - why????
After weeks of problems and my formal complaint about late payments/ lack of response/ poor customer care, surprise surprise- about 10 of my ' secure' messages vanished from the Nucleus site. Could this be a glitch - or could it be Nucleus wiped them? I note another reviewer mysteriously had the same issue. The amalgamation of James Hay and Nucleus has been a disaster for numerous clients. Avoid.
Secure messages vanished - why????After weeks of problems and my formal complaint about late payments/ lack of response/ poor customer care, surprise surprise- about 10 of my ' secure' messages vanished from the Nucleus site. Could this be a glitch - or could it be Nucleus wiped them? I note another reviewer mysteriously had the same issue. The amalgamation of James Hay and Nucleus has been a disaster for numerous clients. Avoid.
An update to what should be a very simple transaction, bread and butter for a pensions / financial administration company. Apparently not......By way of background, Nucleus is a platform. I hold shares on Eqi, which is the broking service provider Nucleus uses for stock market investments. You access Eqi through a redirect button on the Nucleus website.On 19th February, one month ago, I instructed a cash transfer of £10,000 to Eqi from my Nucleus platform account. I have been a James Hay customer for years, and prior to the move to Nucleus, have never had an issue moving money between the two systems. The money immediately left my Nucleus cash account, but one month later, has still not arrived into my Eqi account. One month!!I have called both James Hay and Eqi constantly over the past month. Each seem to be blaming each other. All I know is that Nucleus appear to have lost £10,000 of my money and is not taking any responsibility to find it.I read the other recent reviews on this company with despair. James Hay was a great company with excellent customer service. Nucleus appears to be in a state of collapse. I am desperate to move to a competent provider (once my missing money has been located), but the thought of Nucleus handling a SIPP transfer fills me with dread. I am left wondering if the directors ever read these reviews, and fully understand the state of utter shambles their company appears to be in.I should add I have written to the FCA requesting they intervene in this company before serious harm is done to clients. I request anyone else experiencing the appaling service at Nucleus to do likewise. This is easily done via the FCA website.
Nucleus are the worst company I’ve ever had dealings with.Instructed James Hay 54 days ago to with draw cash from an ISA held in cash account of EQI - was told a 5 working day turnaround. Phoned every 5 days for 3 weeks then asked for a ‘manager’ who promised to see it through and ‘make it happen’ . She’s since gone quiet and now off sick. Started phoning both EQI & Nucleus every day .. EQI told me Nucleus didn’t instruct them for weeks. Finally they did and money now with Nucleus but they claim they can’t send it to my bank. Ridiculous. Call centre useless. Keep referring to back office who have horrendous problems and backlog so I believe they’ve not even tried sending me my money. Whole experience surreal and unbelievable. My family don’t believe me when I try to explain how poorly I’m being treated. As I said Nucleus are the worst company I’ve ever dealt with. No answers. Put on hold while they say they speak to others first an update. No accountability. Slopey shoulders. Nothing in writing. Different answers from different staff. NB. James Hay were wonderful and it’s a shame their customers now have to deal with Nucleus.I should add anyone else that’s unhappy with service will see that I’ve also created a negative ‘google’ review for them & maybe the financial advisor that reviewed here should ask each of his clients to do their own reviews - the more light we shine on this utter shambles of a company the more chance there will be a much needed improvement. NB. Anybody that’s told it takes 5 days - don’t wait a week before chasing - call them back each and every day and note all the different answers from the different advisers- continually check status so as to identify bottleneck as and when it happens - if necessary call EQI everyday too and check from their end as can be revealing. Anyone that was sending cash to a James hay isa each month that was then being posted automatically to EQI for investment (or to sit as cash within EQI account) should know that in my case that link is now broken - fresh cash has gone in by direct debit and not reached EQI - As yet no answer from Nucleus as to what they are doing with it. Please everybody update their review here as they get deeper and deeper into the problems of this awful new platform and nucleus so we can all learn from what’s happening to others. One more thing - if you have both SIPP and ISA from James hay like me - you will need a 2nd login to the new platform as you can’t see one from the other. A manager was meant to follow up and send me that 2nd login but not done yet - still waiting for it but been so busy chasing my money I keep forgetting to ask more about that…
All the negative reviews only scratch the service of how appalling Nucleus are as a company. I have called (20 minute wait is deemed acceptable by their standards). When you do speak with someone they have even less knowledge of their platform than me so what's the point. Escalate by email to the complaints team no response so as per their website tried to call "using the number below", but oh surprise, surprise there isn't one. Fortunately, I have an arranged overdraft which covered my Direct Debits which were not met because of late payment of my pension drawdown at the beginning of March and this month will not be met, as things stand, as they have used virtually all my cash balance to cover a one off payment rather than request funds from my investment company. I won't bore you with the various other issues, but seriously who makes a decision to migrate the James Hay customers so close to the end of the tax year.As a starter I will be looking for the following:If I don't receive my pension this month an amount to cover the extra tax I will have to pay in the next tax year as I will move into a higher tax bracketRefund of all platform charges from end of January and hold on all future charges until platform and customer services is fit for purposeCompensation for both time wasted and major stress caused by these issuesPayment to reflect my having to use my overdraft facilityIf anyone has any suggestions for other amounts I should seek please feel free to advise
I am an independent financial adviser and the service my clients and I have received since the migration from the James Hay platform to Nucleus has been appalling. One of my clients has been waiting for over 4 weeks for the payment of a tax-free cash lump sum and today, having spoken to Nucleus for the 5th time, they still cannot provide an update nor a timescale for when my client will receive his tax free cash he required.As things currently stand, I will not be recommending any new business to Nucleus and I will also consider transferring the 70+ SIPP accounts I currently hold with Nucleus for my clients.
Husband tried to get money out of his iSIPP in July 2025 and after repeated weekly phone calls. He is still waiting EIGHT MONTHS later. The call centre just keeps saying it will be done next week please phone next week ! It never gets done. He is now about to take it to the financial ombudsman but has to wait eight weeks after making a complaint This is outrageous at a time when he needs the money having retired. It has caused serious health problems with the stress of it all. I really don’t know what to do about it. He has sent emails to the complaints department and they come back undelivered. Phoning everyday just gets the same reply “it’s being looked into “. We are going to take it to the Financial complaints authority they won’t resolve but will investigate. He is at his wits end as how to get his own money out !
I have recently moved onto the Nucleus platform from James Hay. It is clear that the system hasn't been properly tested.I have numerous errors on my withdrawals schedule. Whilst I received a call back to say it has been fixed it hasn't.My login screen says access denied with a login tab below it! Secure messages appear to disappear after 7 days but you're not told that. You have to use a filter to amend the date range your also not told that.
was looking to withdraw money from pension account. Was informed it could take 4 to 5 weeks. Find this is ridicules amount of time in this day and age. No real reason given just everything takes time 5 days for each process. Will be looking for a more up to date company.
Atrocious transfer from the James Hay platform to Nucleus. Besides it taking a month for them to remove an advisor from my SIPP account that should never have been on it, it looks like they have also LOST my ISA???I have been requesting since 9 Feb via their secure messaging service, to reinstate my ISA to my account. I have monthly payments going into this account which i cannot manage as I have no access to the product....it has just disappeared????And low and behold, my secure messages have also disappeared off the platform (including their responsees)....strange???Now I have lodged a complaint via email around 10 days ago (I no longer trust the secure message service), and have since asked this complaint to be escalated???Shambles.....where is my money???
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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.
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