A James Hay client for 26 years, I am experiencing appalling attention and service since the move to the Nucleus platform. Late monthly payment to my account last month, no or late response to secure messages and no action on an important transaction. Phone staff really pleasant and helpful but don't follow up as they say they will and the staff who actually respond to secure messages not providing action on issues.It is rather galling to find that my Trustpilot review was responded to in four hours whereas direct messages and action from calls take days to be answered, if at all. I tried to call 'Angela' and held for nearly 15 minutes then gave up. Update 10th March - Thank you Angela. Why would I have to email a general ask@ when I've sent secure messages via my account to the staff who are actually able to carry out instructions as well as calling twice? Nucleus knows my identity and has my all my details. An ask@ address looks to be the same as phoning where those answering calls can do very little other than pass on to the staff who can activate requests and which is where the problems seem to be. For information, I emailed two addresses for complaints on the 6th March and have not even had an acknowledgement.
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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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