I wanted to express , the help and assistance I received from 2 of the customer service team Hope and ishika for their help with some. Problems I was experiencing they were both extremely patient and... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Some staff were very helpful, others lacked knowledge
Company replied
Professional service when dealing direct with Nucleus.
Company replied
It took 2 weeks to Register
Company replied
Company details
Written by the company
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.
Helping to make retirement more rewarding
Written by the company
- We have an overarching commitment to support advisers. By harnessing James Hay’s pensions expertise and Nucleus’ digital capability, we’re building the best retirement-focused adviser platform for larger adviser firms in the UK.
Contact info
Suite 202 Warner House, SP1 3TB, Salisbury, United Kingdom
- 0131 226 9800
- communications@nucleusfinancial.com
- www.nucleusfinancial.com
3.6
Average
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 86% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Sarah provided excellent and friendly…
Sarah provided excellent and friendly customer service. She sorted out my issues immediately.
10 March 2026
Unprompted review
Reply from Nucleus Financial
Dear Karen
Thanks so much for leaving us a review, we appreciate you taking the time to do so.
Kind regards
Emma
Avoid the frustration of dealing with…
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 our
Pensions , Isas and Bonds at earliest opportunity
10 March 2026
Unprompted review
Reply from Nucleus Financial
Dear Mr Greenwood
I’m very sorry for the service you’ve experienced and for the frustration this has caused, which has led to your decision to leave us.
We appreciate you taking the time to share your feedback, and we’re sorry for the inconvenience caused. Please be assured that your comments are being taken seriously, and we are working to improve the areas you’ve highlighted so that we can provide a better experience for our clients going forward.
Kind regards
Angela
Pathetic Customer Service
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.
9 March 2026
Unprompted review
Reply from Nucleus Financial
Dear Mr Evans
Thank you for taking the time to share your experience, and I’m very sorry that your first interaction with us fell short of expectations. You should always be able to reach us promptly and receive clear, helpful support, and I apologise for the delays and frustration you encountered.
We appreciate your feedback and are sorry for the inconvenience this caused.
Kind regards
Angela
Fay Rutterford ability to break down…
Fay Rutterford ability to break down barriers both human and information driven
14 February 2026
Reply from Nucleus Financial
Dear Mr Palmer
We really appreciate you taking the time to share your feedback with us at Nucleus. If there’s anything we can do to make your experience even better, we’d love to hear from you.
Thanks again
Angela
I am massively disappointed with terrible customer service
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
7 March 2026
Unprompted review
Reply from Nucleus Financial
Dear Mr Johnson
We're truly sorry for the distress and inconvenience you've encountered while trying to arrange income from your pension. We completely understand how frustrating and worrying this delay has been, particularly given the financial impact, personal impact and lack of clear communication you’ve described.
Your ongoing case is already aligned to one of our managers, and I have requested a follow‑up on your behalf. A formal complaint has been raised, given the circumstances you’ve found yourself in.
Your feedback is important, and we are committed to resolving this for you.
Kind regards
Angela
Absolute disgraceful way to deal with…
Absolute disgraceful way to deal with customers money
See the reply, impossible if they don't answer the phone!
Reply from Nucleus Financial
2 hours ago
Dear Ian
We’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 regards
Angela
6 March 2026
Unprompted review
Reply from Nucleus Financial
Dear Ian
We’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.
Further update as of 09 March - As an alternative, you’re welcome to contact us at ask@nucleusfinancial.com, and we’ll be happy to help. I’ve tried to locate your details using the information provided on Trustpilot but haven’t been able to find your account information based on name alone, so emailing or calling directly will allow us to look into this for you.
Kind regards
Angela
I keep getting paper contract notes
I keep getting paper contract notes. I have tried, unsuccessfully, to stop them. So I contacted Nucleus who told me to contact my financial advisor. I replied to say that I had done that and he had no more success than I did. There was no reply. The impression I am left with is that Nucleus don’t care and are not prepared to try and help.
9 February 2026
Reply from Nucleus Financial
Dear Steve
We’re sorry to hear that you’ve continued to receive paper contract notes despite your efforts to stop them. We’d really like to look into this and help you get it resolved.
If you’re willing, please contact us with your details on 03455 212 414, and a member of our team will investigate this further.
Kind regards
Angela
The overall experience was excellent
The overall experience was excellent. One comment I would like to make, twice our forms were filled out incorrectly and it was up to me to phone and check. Would have been nice for nucleus to inform me of where we had gone wrong.
13 February 2026
Reply from Nucleus Financial
Dear Ms Taylor
We appreciate your positive comments, and we’re grateful for your honesty about the issues you encountered with the forms - it would have been better customer experience for us to proactively communicate with you and I'll share this feedback with the team this afternoon.
If there’s anything more we can support you with, please don’t hesitate to get in touch.
Kind regards
Angela
Really helpful representative
Really helpful representative. Process was detailed as you would expect it to be to ensure security.
It takes a while but high finance needs to be done correctly
13 February 2026
Reply from Nucleus Financial
Dear Colin
We’re really pleased to hear that the representative was helpful and guided you through the detailed steps needed to ensure everything was handled securely.
If there’s anything more we can assist you with, we’re here to help.
Kind regards
Angela
Breakdown in service
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.
6 March 2026
Unprompted review
Reply from Nucleus Financial
Dear Mr Marsh
Thank you for taking the time to share your feedback, and we’re very sorry to hear about the difficulties you’ve experienced with your Pension Drawdown. This is not the level of service we want for our customers, and we understand your concern.
We also apologise that the call back you were promised hasn’t taken place and that your messages have gone unanswered. Your experience since transferring from the James Hay platform is not what we intended, and we appreciate you highlighting these issues.
We've escalated your concerns and I'll arrange for a call back today to discuss the issues you have raised. We’re very sorry this has been your experience, and we are committed to resolving your complaint as quickly as possible.
Kind regards
Angela
Great Service From whole Team Very…
Great Service From whole Team Very helpful and easy to talk too THANK YOU
10 February 2026
Reply from Nucleus Financial
Thank you so much for your wonderful review Stuart. We’re really glad to hear that you found the whole team helpful, supportive, and easy to talk to - feedback like this means a lot to us.
Thank you again for taking the time to share your experience.
Thanks
Angela
Your company have been abliging and…
Your company have been abliging and helpful and I'll just like to say thanks for what you've done for me in the past.
I'm hoping the transaction will happen soon because it's very needed.
11 February 2026
Reply from Nucleus Financial
Thank you so much for your kind review Daniel. We really appreciate your positive feedback and we're glad to hear that you've found our team helpful and supportive in the past.
If you need anything in the meantime or would like an update, please feel free to get in touch - we’re here to help.
Thank you again for your trust and kind words.
Kind regards
Angela
Very helpful …
Helpful staff and quickly dealt with our issue regarding a family bereavement.
11 February 2026
Reply from Nucleus Financial
Hello Paul,
Thank you for leaving this kind review, we're so pleased we were able to help you during a difficult time.
Please don’t hesitate to reach out if there’s anything more we can do.
Kind regards,
Lewis
My experience with Nucleus.
Everything has been carried out as per my instructions with the expertise I had come to expect from a renowned professional company. I would recommend you to anyone who needs their finances looked after.
9 February 2026
Reply from Nucleus Financial
Hello Tony,
Thank you for sharing this great review! If there's anything further we can do to support you, please get in touch.
Kind regards,
Lewis
I'm disappointed in becoming a Nucleus customer by default
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).
2 March 2026
Unprompted review
Reply from Nucleus Financial
Dear Frank,
Thank you for taking the time to share your feedback, and for being a long‑standing James Hay customer. We understand that moving to a new platform wasn’t something you chose, and we’re sorry to hear that your experience with the Nucleus platform hasn’t yet met your expectations.
If you require specific information, we’d really like to support you and get this resolved. Please feel free to contact our team on 03455 212 414 with your account details, and we’ll be happy to help.
Many thanks
Angela
supportive
Honestly, I've not had much contact. But the recent interactions were supportive and genuine without being pushy. And I thank you for that.
5 February 2026
Reply from Nucleus Financial
Hello Roberta,
Thank you for leaving your review. It's great to hear the contact you've had with us has been positive. If you need anything further please don't hesitate to get in touch.
Many thanks
Linsey
Amazing customer service
Amazing customer service put me completely at ease as unable to register /log in .
Agent was very helpful and ready to assist me navigate the platform
26 February 2026
Unprompted review
Reply from Nucleus Financial
Hello,
Thank you for your kind words. It's fantastic to know the person you spoke with was able to help you. We'll be sure to share your feedback with the team.
Many thanks
Linsey
Logg in
Sarah was brilliant today sorted my logg in straight away thank you
20 February 2026
Unprompted review
Reply from Nucleus Financial
Hello Alana,
Thank you for taking the time to share your experience. It's great to hear Sarah was able to help you resolve your log in problems. If you need anything further please don't hesitate to get in touch.
Many thanks
Linsey
Awful Service
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 you
Yes, 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 yet
Oh, the money is our side
It’s no good you phoning every day nothing’s going to change
Yes, we are having problems with a new website
No, 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.
20 February 2026
Unprompted review
Reply from Nucleus Financial
Dear Mr Bowley
Thank you for taking the time to share your feedback, and we’re sorry for the frustration and the uncertainty you’ve experienced while waiting for your Pension income. This isn’t the level of service we aim to provide, and we understand how important timely payments and clear communication are.
We appreciate your patience during this period and we are committed to rebuilding your trust and providing the level of support we always strive to deliver.
Many thanks
Angela
Richard was very patient helping me
Richard was very patient helping me to log into my account.
He had to explained several times as I was having difficulty logging in.
16 February 2026
Unprompted review
Reply from Nucleus Financial
Hello Georgina,
Thank you for sharing your experience. I'm glad Richard was able to help you. If there's anything further we can do to support you please don't hesitate to get in touch.
Many thanks
Linsey
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