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
Nucleus was an ok platform to use shame the independent Financial advisor wasn't as proactive
Company replied
Nucleus has looked after my portfolio for over ten years and in that time have helped me without any problems. In my advanced years that personal attention is important.
Company replied
Company details
- #158 of 163 best companies in Non-bank financial service
- #68 of 74 best companies in Investment service
- #13 of 15 best companies in Retirement Scheme
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
3.7
Average
1k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 85% of negative reviews
Typically replies within 1 week
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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
Five-star service from the Nucleus helpline
Five-star service when I rang Nucleus for technical help. Jennifer was friendly, knowledgeable, patient and (for a non-tech person like me) easy to follow
5 February 2026
Unprompted review
Reply from Nucleus Financial
Hi Sarah-Jane,
Thanks so much for leaving us this 5-star review. We're glad Jennifer was able to deal with your query.
Kind regards
Lewis
Nucleus ok was an ok platform to use shame…
Nucleus was an ok platform to use shame the independent Financial advisor wasn't as proactive
19 December 2025
Reply from Nucleus Financial
Hi Deborah,
Thanks for sharing your feedback and leaving us this review.
If there are things you’re unhappy with, it’s definitely worth raising them with your financial adviser so they can support you properly as Nucleus are responsible only for safeguarding and administering your assets.
If there’s anything about the platform itself you’d like help with, we’re always here to assist.
Thanks
Lewis
Pleasant, professional help.......
Professional help from Sarah accessing my account and setting up username, registration and password. My account had locked and back up and running now with new details.
4 February 2026
Unprompted review
Reply from Nucleus Financial
Dear Keith
Thanks so much or taking the time to leave us a review, we really appreciate this and glad Sarah was able to help!
Kind regards
Emma
Reply from Nucleus Financial
Dear Ian
Thanks so much for taking the time to leave us a review, we really appreciate it!
Kind regards
Emma
Proper customer service
Very efficient, knowledgeable and helpful.
Sarah also understanding our man difficulties !
Well done
30 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Geoffrey
Thanks for leaving us a five-star review.
We're so pleased to hear this about Sarah, and glad they were able to assist you during your call. We'll be sure to pass on your feedback to them.
Kind regards
Emma
Very helpful and took time to explain…
Very helpful and took time to explain exactly what I needed to do .
29 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Brian
Thanks so much for taking the time to leave us a review.
We're happy to hear the team were able to support you on your call, we'll pass your kind feedback onto them directly.
Kind regards
Emma
Professional and friendly staff.
Having been dealing with Nucleus for several years now be it directly or through my financial advisor of who has recently been removed,I have found Nucleus colleagues such as Nikki and Hannah both friendly and professional.
All correspondence regarding my investments etc are produced in a way that is so easy to follow and understand, here's to the future for both myself and Nucleus.
Thank you,
Mr Lewis J. Brown.
22 December 2025
Reply from Nucleus Financial
Hello Lewis,
Thanks for taking the time to leave us a five-star review! We're so pleased to hear of your positive experience and will be sure to pass on your kind words.
Kind regards
Lewis
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