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.
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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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