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…
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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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