Review Time
Disgraceful service from James Hay/Nucleus. Will be reporting them to FCA/Ombudsman. They dis-invested funds without my instructions and cannot explain why despite 4 telephone calls from me (usual 30 mins wait on telephone)Then deducted wrong tax from my pension payment 1st March. Then...ADVISED HMRC THAT THEY PAID ME £108,000 PENSION IN 2026 WHEN IN FACT IT WAS £32,700!!! NOW HMRC GIVEN ME TAX CODE WHICH SAYS I WILL PAY £31800 TAX THIS YEAR WHICH WILL NEARLY WIPE OUT MY INCOME. At my wits end and no idea what my April 1st income will be. They don't seem to care, they say will come back to me but don't. My issues should be easily resolved but they are ignored. This is gross negligence on their part.Would like to change to another provider but God only knows how Hay/Nucleus will handle it.
I am still awaiting your reply. I think you sent my late husbands Death Certificate back on its own without a covering letter. Please let me know if he has any pension funds with you or not. That’s all I need to know.Many thanks,Joy Clark
Good morning Nucleus Financial. Being an ex CEO I have pleasure in complementing your Company . There was a problem in my meeting a date for the completion of my pension withdrawal . Two of your lady employees , Maria and Dawn, handled the problem with ease , effeciency ,and politeness .It is a pleasure doing business with your Company for over 20 years and thank you Maria and Dawn for your excellent help .Best wishes Paul Mcintosh
I have been waiting for over a week now for my pension funds. Every day I’ve been told:Don’t worry, we will keep an eye out for youYes, you have had a payslip. That means you will get it tomorrow.The payslip comes from a third-party it doesn’t mean you’re getting paid yetOh, the money is our sideIt’s no good you phoning every day nothing’s going to changeYes, we are having problems with a new websiteNo, I’m sorry I can’t talk to that team. I have to put in arequest. The more requests I put in the longer it will take for you.This is why I’m writing such a poor review. Do not use this company.
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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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