Nucleus Financial Avis 1 013

In March I was due a tax refund, my monthly payment duly arrived plus the tax refund amount. Unfortunately the amount of the tax refund amount has not been credited to my cash account. So I have paid myself the tax refund out of my own money. In the last six weeks I have spoken to four people who have all promised to sort out the problem and then contact me still waiting. I have also had numerous emails apologising for the below level service and promising to sort out the problem still waiting. I was originally a James Hay customer so it could ve an it problem. I would recommend anyone who received a tax refund in March to see if they have been credited to their account.

Have been trying to get them to complete a simple form since 21st March to enable my previous provider to send additional funds that are owed to my account. Seems it is just being looked at today, but who knows, told 3 times complaint has been escalated. Even wrote to CEO who responded, but no discernible difference. Has cost me financially.
Also changed my pension payment day when migrated from James Hay, now corrected, no apology.
Platform not easy to navigate, not customer friendly.
Will be moving elsewhere when this is sorted, they won’t care.
Senior management need to take a serious look at themselves.
Chairman needs to get involved.

Dear Emma

I refer to your reply dated 27th April to my complaint of 20th April. You people used to answer Trust pilot comments within a couple of days but now they take a week. At least an reply (not an answer though). I have no wish to email ask@.... - you people can't even answer a secure message! You're missing the point - my emails to Carla and Claire have still not been answered. They should AT LEAST have an out of office response, with a follow up. I did finally speak to a Heather Sanderson who was her usual abrupt self - and i asked her not to raise her voice to me. I had already a formal complaint in about Heather so now, please, consider this a formal complaint about the maner in which she spoke to me. Also, it is very unprofessional to speak to her to have her dog yapping in the background - I guess she works from home. He reason why we had a shortfall in our funds was "Maybe there is an insurance due". Maybe.... if you people don't know what the reason is, why do you think we should just accept it. My wife has the same problems, she is on the phone every day asking for her funds and we are told "It is with a level 4 manager". I will call you back. No-one ever has. I feel for the people at the "coal face" - the telephone response people. But we can't talk to a manager. When i was in business and I had an upset customer I would always talk to them, not ignore them and hope they die before the problem is even looked at. This is worse than the Post Office Scandal.

I remind you - this is our money, not yours. This is our pension. Imagine you were not being paid your salary, and you couldn't get it sorted.

As always, the worst customer service ever. Please, get Carla and Claire to respond!

My IFA on the 7th of April instructed Nucleus Financial Services (formerly James Hay) to transfer money from my portfolio to my current account. After much chasing It arrived on the 29th April. If you are ok waiting 22 days for a money transfer then these are the guys for you

Monthly payments just one problem among others since the transition from James Hay to Nucleus platform. I'm still trying to have my monthly pension paid before the end of the month as it was on the James Hay platform but to no avail, many secure messages and complaints, replies that show no understanding of my issue and from customer service staff who cannot action changes. Those they pass to appear not to be able to either. It's now the first of the month and no income so far today and all my standing orders have gone out leaving me short of funds. My overall experience echoes Richard Meyers' in his review on 25th April. Appalling and concerning. Secure messages are replied to weeks after sending and formal complaints likewise.

The process is complicated takes too long and requires documents to be printed which can be difficult for some
The personal assistance was good
The final payment has been delayed a further 10 working days which is very frustrating

I requested a withdrawal 2 months ago for at least 6 weeks it has been sat in cash. Still don't have a expected date for funds to arrive or anything in writing explaining why I don't have my money in my bank account. Even after placing a formal complaint.

Get given a different timeframe every time I call, can't seem to be able to speak to a manager. Very concerning! This is making my life miserable I'm stuck overseas, unable to get crucial surgery and am having to explain to my landlord why I can't pay rent this month!

Awful service, I feel sorry for the staff who work here as they seem to be unable help and no one senior wants to lift a finger it seems.

Seeing these other reviews does not fill me with confidence.

Update: I have since had a conversation with Dawn who was understanding. She is looking into things and getting back to me which I appreciate.

Update: Did not get a call back as promised. No email either. Now 3 days since placing a formal complaint. GIVEN THE FUNDS ARE IN CASH, THIS DELAY APPEARS UNREASONABLE UNDER FINANCIAL CONDUCT AUTHORITY PRINCIPLES.

I am only giving them 1 star as there isn't the option for zero stars.

Over a period of three months, my pension payments have been delayed, missed, or processed incorrectly despite clear instructions. I’ve also had unauthorised transactions on my account and have been forced to use personal savings to cover essential expenses.
Communication has been inconsistent and unreliable, including being lied to and no one has taken ownership of resolving the issue. To make matters worse, my formal complaint has disappeared from their secure messaging system.
This is not a minor issue, this is my retirement income. The lack of control and accountability is alarming.
I would not trust this provider to manage critical financial arrangements.Completely unacceptable for a pension provider. Avoid.

Complaints Team have set formatted replies. Ignore as pointless referrals to their phone line/ teams.
All complaints here are dealt with by an online monitoring team ( Emma/ Angela).
They use stock wording.
My accounts ( and thus pension) have been a total shambles since February. This damaged my finances for 3 months. To date I have logged 30 expensive calls to Nucleus; countless messages and emails. An incompetent and inept company.
Last week my first formal complaint was upheld. But the compensation sum offered was derisory considering my loss of time, expense, and stress over 3 months. I rejected the offer.
Nucleus launched a poor, unusable site. They did not switch James Hay information across correctly. They could not cope with workload. They are still rebooting and fixing many months after launch.
In short, disgraceful management involving millions of pounds of pensioners' funds.
AVOID.

I needed help logging on having not used the portal for nearly 10 years (after retiring)
I received simple , logical help delivered in a calm professional manner.

Very slow service, account had not been monitored for about 10 years. Still awaiting to hear from my complaint which was lodged. Seriously looking to move to a company with better service lost all confidence in them.
Takes over 6 week to withdraw a small drawn down amount of money, not in this day and with the modern technology. Not impressed in the slightest.

Still awaiting my payment from my pension. It has taken a long time from the initial request on 12 March via yourselves and my Financial advisor. Did not think the process would take this long.
My partner withdraws from his pension with Standard Life online, speedily and effectively!

I contacted you re my Financial Advisor having access to my Nucleus Account ,you refused them due to my specimen online signature did not match the one on your files. I passed all your security questions and added fir you to grant my FA access. This has not happened and No-one from Nucleus has contacted me to update me.Very disappointed.

It took 2 weeks to Register

They recommended the unbiased website to help me locate a financial advisor

The ongoing saga I’m having with James Hay/ Nucleus is beyond belief.Ive been trying to get my Property SIPP money moved to a cash SIPP. This has been ongoing for 9 months. Has anybody succeeded with this , seemingly, monumental task?The head of complaints, Clara, sent me an email , this morning, say that, as they hadn’t answered my formal complaint, I could refer this matter to the Ombudsman.This isn’t the point, I just want my pension money.
Is anyone else experiencing similar problems? There is a Facebook page called nucleus financial , which is worth a look as there are many more of us

Very slow - still don't have access to client

My financial adviser sent a lump sum payment on the 19th February. From a converstion with Nucleus yesterday those funds are still sat on a back office account. April pension payment not made.
A further lump sum was sent to Nucleus on the 1st April to cover an ad hoc payment and again the funds I am told have been received but not applied to my account. No payment made.
I noticed yesterday 20th April that the diarised monthly pension payment has been deleted. This morning I set up the payment again, in the hope it will be paid at the earliest the 5th May, as that was the date their system would allow.
Since the takeover of James Hay, it has been a complete nightmare.
I am concerned that my credit rating will be destroyed should my bank, bounce a monthly payment: mortgage loan etc...
PS: I have made numerous phone calls and sent several messages all to no avail.

Called to get tech support this morning and spoke with Simone. She was super helpful and enabled me access to the platform with ease. Call was answered within seconds too. Great customer service. Thank you Simone.

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 helpful