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
- #71 of 77 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
3.8
Great
1k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 88% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Got the task completed and Sarah was…
Got the task completed and Sarah was attentive and a pleasure to deal with
21 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Mr Boyce
Thanks so much for leaving us a review. We're glad Sarah was able to support you during your call!
Kind regards
Darran
My problem was sorted out quickly by a…
My problem was sorted out quickly by a lady who was easy to understand over the phone, she took time to explain clearly and waited until I had fully completed changing my pass word. Excellent help. Thank you.
21 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Peter
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
Nucleus has looked after my portfolio…
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.
30 December 2025
Reply from Nucleus Financial
Dear Mr Crook
Thanks for leaving us a review! We appreciate you taking the time to do so.
Kind regards
Darran
My questions were responded very…
My questions were responded very efficiently but the phone line was not that clear. The information was double checked. Very good customer service
20 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Alyson,
Thanks for leaving us this five-star review! We really appreciate you taking the time to do so.
Kind regards,
Lewis
the lady who has been dealing with me…
the lady who has been dealing with me Nicole has been outstanding. she goes out her way to explain everything to me, and i understand everything she told me. thank you.andrew
30 December 2025
Reply from Nucleus Financial
Hi Andrew,
Thanks for taking the time to leave us a five-star review! We're so pleased to hear this and will pass on your kind words to Nicole.
Kind regards
Lewis
I forgot my password to my account…
I forgot my password to my account which then led to my account being locked. Phoned Nucleus who dealt with the situation in a friendly and very efficient manner, making the whole experience stress free.
20 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Alison
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
Reply from Nucleus Financial
Hi Alan,
Thanks for raising this, and I’m sorry for the inconvenience — I understand how frustrating this can be.
We contacted you on the 13th of January and again have emailed you today with additional information in order to progress your request.
If you need any further support, please contact our Client Contact Team on 0131 226 9535 (Option 1) or email our Tell Us How We Did mailbox at Tellushowwedid@nucleusfinancial.com and we would be happy to help.
Kind regards
Darran
Made a phone call to Nucleus to enquire…
Made a phone call to Nucleus to enquire about pension withdrawals and spoke to Shelby who gave clear and straightforward information. Thank you!
19 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Mairi
Thanks so much for leaving us a review. We're glad Shelby was able to support you during your call!
Kind regards
Darran
Simple problem but clearly dealt with…
Simple problem but clearly dealt with by very personable responder.
19 January 2026
Unprompted review
Reply from Nucleus Financial
Thanks for leaving us a review! We appreciate you taking the time to do so.
Kind regards
Darran
Great customer service
Hannah was very friendly, professional, efficient and extremely helpful - I felt like I was in very safe and capable hands!
19 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Karen
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
Great Customer Experience
I’ve just spoken to Shelby regarding a release of funds. I found her to be not only extremely friendly but very knowledgeable and efficient too.
19 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Norman
Thanks so much for leaving us a review. We're glad Shelby was able to support you during your call!
Kind regards
Darran
Great service
Customer service is always very good, a real can-do attitude, from friendly, knowledgeable operatives.
30 December 2025
Reply from Nucleus Financial
Hello Jon,
Thanks so much for taking the time to leave us a five-star review on our customer service, we really appreciate it!
Kind regards
Lewis
down again
I frequently use nucleus financials.
I am surprised at how often it is unavailable.A financial product should not be unexpectedly down as often as this one is.
Reliability should be better
17 January 2026
Unprompted review
Reply from Nucleus Financial
Hi Neil,
Thanks for raising this, and I’m sorry for the inconvenience — I understand how frustrating this must have been.
We regularly deploy updates to maintain and improve service levels. These are always communicated in advance and appear as warnings on platforms such as Nucleus Go.
In this instance, a scheduled update took place on Saturday 17th January, with planned downtime from 8am to 6pm. There was also a previous deployment on Sunday 7th December.
If you need any further support, please contact our Client Contact Team on 0131 226 9535 (Option 1) or email our Tell Us How We Did mailbox at Tellushowwedid@nucleusfinancial.com.
Thanks,
Lewis
I have dealt with Nucleus for several…
I have dealt with Nucleus for several years now and the service is always first class. No foreign call centre to deal with, just friendly, knowledgeable staff. who are always helpful. Cannot recommend highly enough
16 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Norman,
We're so pleased to hear these kind words. Thanks for taking the time to leave us a five-star review!
Kind regards
Lewis
Query was dealt with quickly and…
Query was dealt with quickly and efficiently. Thank you for making everything so simple.
16 January 2026
Unprompted review
Reply from Nucleus Financial
Hi Pamela,
We're so pleased to hear this. Thanks for taking the time to leave us a five-star review on it!
Kind regards
Lewis
Excellent.
Very professional ( and warm ) assistance from Hannah this morning. I am a new client and had some registration issues. Hannah was superbly helpful and attentive.
16 January 2026
Unprompted review
Reply from Nucleus Financial
Hello Bill,
Thank you for leaving us a five-star review! We'll be sure to pass your compliments onto Hannah.
Kind regards
Lewis
Expensive and opaque
The underlying assets in the fund I was recommended were unrecognisable; I had no idea what I was actually investing in. There was no initial presentation of how to register / login; there doesn't seem to be any easy way to assess investments. The charges are incredibly high. I thus just went for a holding investment in money market fund - this returned circa 2%; way lower than anything similar out there. I am considering sacking my IFA. Ridiculous
15 January 2026
Unprompted review
Reply from Nucleus Financial
Hi James,
Thank you for sharing your concerns — I can appreciate how frustrating this experience must have been.
Nucleus are responsible only for safeguarding and administering your assets. We’re not authorised to give financial advice or comment on fund selection, performance, or the underlying assets within any investment.
Your financial adviser is the best point of contact for explaining the funds recommended to you, the expected returns, associated fees, and any supporting information you feel you were missing.
If there’s anything specific you need help with regarding accessing your account or viewing your holdings, please call us on 0131 226 9535 (Option 1) for our Client Contact Team who can assist you to register and view the account online.
Kind regards,
Lewis
the operater was very clear and…
the operater was very clear and concise,she helped me with new login!
15 January 2026
Unprompted review
Reply from Nucleus Financial
Hi Robert,
We're so pleased we were able to help you resolve the issue. Thank you very much for this five-star review!
Kind regards,
Lewis
"Above and beyond...."
I'm the Executor for my late mother in law's Estate. Inevitably there has been much financial admin to deal with. Some of the institutions involved seem to have been needlessly unhelpful. However I have to say that dealing with Hannah today at Nucleus has been exactly the opposite. Hannah went "above and beyond" to help me with my query - ensuring that I had all the information that I needed and offered further assistance if required. Thank you Hannah/Nucleus.
14 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Richard
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
Hannah was very friendly and guided me…
Hannah was very friendly and guided me through the process professionally.
13 January 2026
Unprompted review
Reply from Nucleus Financial
Dear Lesley
Thanks so much for leaving us a review. We're glad Hannah was able to support you during your call!
Kind regards
Darran
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