Review Time
Appalling. One month to make a withdrawal which should take a few days and a second withdrawal still sitting in limbo as their back offices and processes are failing to cope with their migration onto the new platform. The company is falling apart at the seams with absolutely no escalation routes. I’m extremely worried that this company is managing my investments and that I’m actually paying them to do so. These delays are costing me thousands of pounds not to mention the many hours I have spent in the phone to them! I will be leaving them asap and raising a complaint with the FOS asap. Keep well away from them.
Dreadful service since James Hay merged into Nucleus. Pushed from pillar to post with no one accepting any responsibility. No call backs. Escalation to a higher level are meaningless. Have been short paid and have a horrid feeling I will have a long wait for my monies.
Lousy customer service. Another pointless email reply from Nucleus. The agents didn’t know I was a personal investor and had no knowledge of the 12 messages and five calls I had made so far.Today I called again. The £2916 regular payment to my Sipp was not showing on my account. The same thing happened last month.The agent said she would raise the issues…. Just like 3 agents said last week, and the week before. Another £25 phone call wasted from my home in Vietnam. My payments don’t appear on their site, and my money is missing again.
Avoid the frustration of dealing with this company I don't know whats worse the lies or the incompetence ..Needless to say this is the final straw of waiting for my pension .. now on 4th date to get it... We Will be moving both ourPensions , Isas and Bonds at earliest opportunity
As My SIPP provider ( James Hay ) has now "Migrated" ?? to Nucleus Financial Services I rang them on 5.3.26 to be told the team was unavailable but would ring me back. They didn't, so I rang them again on the 9.3.25 and was put on hold for over 30 minutes. I eventually got through to a man who had very poor English , and he put me on hold before eventually saying someone would send me some details regarding my query. This is my first contact with Nucleus Financial and at this rate likely to be my last.
I am massively disappointed with Nucleus Financial. I have been attempting to make a withdrawal from my pension fund. All the relevant paperwork and my responses were completed by 11th February. As of today, 7th March, I have not received my money. I have rung the customer support team 3 times and been told that a manager will call me and that I would be kept informed of what is happening yet I have had no calls or updates. I feel totally ignored and pushed to one side. I have written 3 emails and yet received only platitudes and apologies in response yet I do not know what the problem is nor have I been given any timescales. I am really stressed and I have been losing sleep about this terrible situation. I have incurred interest charges and penalties from my credit card company because the money has not been transferred in a timely manner. This is no way to treat any customers let alone pensioners . I would advise any one thinking of using Nucleus to avoid them and find another, pensioner friendly, organisation
Absolute disgraceful way to deal with customers moneySee the reply, impossible if they don't answer the phone!Reply from Nucleus Financial2 hours agoDear IanWe’re very sorry to hear that this has been your experience, it’s absolutely not the standard we aim to deliver. We take comments like this seriously, and we’d really like the opportunity to look into what happened and put things right. If you’re willing, please contact us with your details on 03455 212 414, and a member of our team will investigate this as a priority.Kind regardsAngela
I have sent many messages and complained that a pension drawdown is not being actioned. I have been promised a callback to explain the lack of action but this has not happened. My secure messages are largely being ignored since I transferred from the James Hay platform.I did not receive a callback when promised. They did call yesterday but the line went dead and they didn't call back. I am away abroad on holidays and am trying to contact Nucleus. Unfortunately, I can't get through. This is very frustrating and I am all but giving up on getting my pension paid in this tax year. This is rediculous when you consider I started the process in January.I'm afraid I am going to loose out financially because of the total breakdown in service.
I have been a James Hay customer for many years and I'm disappointed that I have now become a Nucleus customer by default. It may be that the website is suffering from teething troubles in absorbing the James Hay customers and so I'm reserving judgement. However at present the financial information available to me on the Nucleus website is neither 'current' nor sufficiently available for my individual investments.Just had a reply to advise that the values are only updated on a monthly basis (previously when I visited the James Hay site the values were up to date).
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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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