All who read this followup review will be horrified at the NON action from Nucleus although I note others are experiencing the same deplorable customer service. The routine transfer from one cash account to another to facilitate a pension drawdown would be bread and butter for any reputable financial services company. The response to my original review signed Angela, probably AI generated, could and should have simply said we regret the delay and the payment will be made immediately. Instead they plan to raise it as a complaint - a complete failure and degradation of responsibility and a serious issue in denying myself the right and control of my cash balance. The situation is even worse since my secure messages on file to Nucleus remain unassigned which I assume indicates either a complete incompetence or overflow of workload. I would have expected that a financial services company announcing a new presence would be SO SO focussed on image and service to existing clients. Can the simple cash transfer across the company platform be anymore vanilla ? Nucleus is fully aware that I am 3500 miles away from my base supporting a family member undergoing medical treatment and I am a senior at 81 years old and we all know what is going on the international stage and the reaction in the financial markets. This situation is beyond stressful and when you consider I am ONLY receiving communication from Nucleus by way of response to my Trustpilot review is SO SO unprofessional and will be reported to the respective Ombudsman and regulatory authorities. Nucleus can there be ANY EXCUSE WHY A CASH TRANSFER INITIATED ON FEB 12, 2026 HAS STILL NOT BEEN EXECUTED AS AT MARCH 6, 2026 10.58 AM, EST USA.?
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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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