Nucleus Financial Reviews 1,047

All the negative reviews only scratch the service of how appalling Nucleus are as a company. I have called (20 minute wait is deemed acceptable by their standards). When you do speak with someone they have even less knowledge of their platform than me so what's the point. Escalate by email to the complaints team no response so as per their website tried to call "using the number below", but oh surprise, surprise there isn't one. Fortunately, I have an arranged overdraft which covered my Direct Debits which were not met because of late payment of my pension drawdown at the beginning of March and this month will not be met, as things stand, as they have used virtually all my cash balance to cover a one off payment rather than request funds from my investment company. I won't bore you with the various other issues, but seriously who makes a decision to migrate the James Hay customers so close to the end of the tax year.
As a starter I will be looking for the following:

If I don't receive my pension this month an amount to cover the extra tax I will have to pay in the next tax year as I will move into a higher tax bracket
Refund of all platform charges from end of January and hold on all future charges until platform and customer services is fit for purpose
Compensation for both time wasted and major stress caused by these issues
Payment to reflect my having to use my overdraft facility
If anyone has any suggestions for other amounts I should seek please feel free to advise

I am an independent financial adviser and the service my clients and I have received since the migration from the James Hay platform to Nucleus has been appalling. One of my clients has been waiting for over 4 weeks for the payment of a tax-free cash lump sum and today, having spoken to Nucleus for the 5th time, they still cannot provide an update nor a timescale for when my client will receive his tax free cash he required.

As things currently stand, I will not be recommending any new business to Nucleus and I will also consider transferring the 70+ SIPP accounts I currently hold with Nucleus for my clients.

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.

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.

31/3/26. After nearly a months worth of sleepless nights, Nucleus resolved the problem on deadline day. It's only fair to give the credit to a persistent customer service Technical & FOS Liaison Officer who managed to arranged to have the shortfall paid.

I received an acknowledgement of receipt of my email. It said I would be contacted within a few days.
I have not been contacted.

Atrocious transfer from the James Hay platform to Nucleus. Besides it taking a month for them to remove an advisor from my SIPP account that should never have been on it, it looks like they have also LOST my ISA???
I have been requesting since 9 Feb via their secure messaging service, to reinstate my ISA to my account. I have monthly payments going into this account which i cannot manage as I have no access to the product....it has just disappeared????
And low and behold, my secure messages have also disappeared off the platform (including their responsees)....strange???
Now I have lodged a complaint via email around 10 days ago (I no longer trust the secure message service), and have since asked this complaint to be escalated???
Shambles.....where is my money???

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.

The ease of dealing with my request and not having to wait long to speak to someone. Also a special mention for my advisor Sara Aurora who has been wonderful and professional in all her dealings with me

Sarah provided excellent and friendly customer service. She sorted out my issues immediately.

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

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.

Fay Rutterford ability to break down barriers both human and information driven

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

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.?

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

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.

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.

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

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.

Great Service From whole Team Very helpful and easy to talk too THANK YOU