Nucleus Avis 

I have sent 2 emails, on different subjects, to the Property Admin department (I sent the emails to Nucleus and to James Hay as they have not made it clear with whom we communicate now Nucleus have taken over)
My first email on 20th July regarding my funds being held by them has not had a reply. I filed a formal complaint but still no reply from the department.
I sent different email on Monday 3rd August with queries that have a time factor as we need to book a surveyor. I've received a generic acknowledgement of the email but I have not received answers to my queries.

Richard was extremely helpful with technical support and resolved my issue effectively and swiftly.

I was impressed to be answered quickly & not having to wait. My advisor, Richard, was excellent. He was very pleasant to deal with, and also very efficient and professional. He sorted out my problem very quickly and left me feeling reassured. Thank you.

I spoke to Richard who was extremely helpful and talked me through accessing the online portal. Great customer service and the problem was solved quickly and I was back online.

I note that several months ago another reviewer bemoaned that fact that it took him two weeks to register. The company commented (in terms) that it would look to improve. It's now August and it took me just as long...

In an age of instant, electronic communications and 100% on line service, the fact that a snail mail letter is STILL required as part of the Nucleus process seems arcane. Other platforms are 100% on line and register instantaneously.

problems with the takeover between Nucleus and James Hay. 7 months later and the service is getting worse month by month. Despite 2 formal complaints nothing has been answered. It is impossible to speak to to anyone senior in the Company you seed massages and wonder at the replays you have to aske the same question at least 3 times to get a answer that makes since ie i asked for bank details as they had changed them my replay was you don't need to paying as account is in credit but as my monthly payment had not been payed they was not the correct amount to pay charges which was why i need account number i have phoned them reptile about problems with account i have not been payed some month from February this year it has been a mess and to top it all my wom charge has gone from 140 pounds last year to 300 hundred pounds this year

Very quick and easily resolved any issues I had! Richard was great over the phone explaining everything

Have been very happy with the service that you give

I called today having lost my log in details. The phone was answered almost immediately. Richard quickly guided me through the steps to recover my user ID and to reset my password. Within moments I was once again able to access my details. Really quick and efficient. Thank you so much

In October 2025 I wrote a review outlining the problems with the takeover between Nucleus and James Hay. 10 months later ans the service is getting worse month by month. Despite three formal complaints nothing has been answered. It is impossible to speak to to anyone senior in the Company but supposedly the CEO Ross Allan signs all communications. I spoke to our fund managers today and apparently we are not alone in experiencing these problems since the new platform was introduced. We are now looking to move from Nucleus as we consider their customer service is not fit for purpose. Their incompetence is beyond belief in actioning simple requests which even the staff are unable to reply to. But the most annoying part is these poor staff are not allowed to pass problems up the line or arrange for customers to speak to senior management. Consequently they are in the firing line which is not acceptable. I challenge the CEO, Ross, to have the courage to actually speak to a customer. I will not hold my breath.
Since writing this review I received an email from the complaints team upholding my original complaint made months ago regarding the service issues we had experienced which is appreciated. However events of yesterday were not covered so I tried to contact the Complaint Handler who had emailed me. I was told by Nucleus that was not possible. So .much for customer service.
Unfortunately I have received numerous responses as this one from Nucleus but nothing gets sorted.
I have managed to speak to a member of the service team who again took full details of both my complaint and my wife's so I will wait to see what comes of that.
I have now missed two months payments this year.
This month my wife's payment was reduced and although Nucleus admitted they had got it wrong they now expect her to correct their mistake and put the amount back to where it was.
I am still waiting for a call from the CEO if he even exists so will be sending registered letters to all listed Directors of the company expressing our frustrations. We know we are not the only clients experiencing these problems so think twice before using the services of Nucleus. There are other options out there.

You cannot get an answer from their helpdesk - several secure messages have not been answered and the helpdesk just says sorry and says they cannot speak with anyone internally

Another very helpful agent who dealt with my enquiry quickly and effectively. Thank you Marta,for your time today. Another example of the good service I receive from Nucleus Customer Services.

Absolutely attrocious company who have superimposed their system on top of the James Hay product with horrendous results. The staff have no idea how to resolve the issues and the senior managers are not much better, you wait days for them to return phone calls despite a 24 hour promise.

Right hand knows what the left hand is doing which means you don’t have to repeat yourself and explain requirements time and again. Got the answers and actions we needed quickly and without fuss.

I reported an issue with incorrect pension contributions being taken and was assured it would be corrected. Weeks later, the incorrect transactions are still on my account and no timeline has been provided for when the corrections will be completed.

Communication has been slow, and despite repeated follow‑ups, I have not received clear updates or confirmation of progress. I appreciate that the process may be complex, but the lack of visibility and the delays have been very frustrating.

I hope the matter is resolved soon, but based on my experience so far, I cannot rate the service positively.

Easy to contact and spoke to a knowledgeable, helpful adviser

Very helpful

Nucleus has to be THE most pedantic & difficult pensions firm - being taken over by James Hay didn't help!

Example, I have changed by bank details using the bank switching service..simple - except for Nucleus. They wanted a certified bank statement of new account - who issues bank statements in this day & age? I advised I have the letter from my new bank which details my old AND new account details - they wanted that certified!!! I sent the original - which they seem to have lost.

EVERY single transaction / contact is protracted / awkward / difficult. Almost nothing can be done on line - they seem to operating in the 1990s! This is coming from an ex-employee in the financial service sector & I've seen the industry from the late 1980s.

I am highly dissatisfied with the administration of Nucleus Financial. A standard cash SIPP transfer to AJ Bell has now been outstanding for over three months since the initial instructions were safely received via Royal Mail recorded delivery.

Leaving a client's retirement funds in limbo for 90+ days completely breaches the spirit of the FCA Consumer Duty guidelines regarding unreasonable exit barriers.

Worse still, I issued a combined formal complaint to both my fund manager (Evelyn Partners) and the Nucleus Complaints Department early last week, (30/6/26).

While Evelyn Partners responded within 24 hours to formally launch an investigation, Nucleus has failed to even acknowledge the email.
This is a formal complaint matter regarding an unacceptable administrative delay and potential market detriment. I require an immediate update on when my funds will be sent to AJ Bell, along with my official complaint reference number.

Hopeless organisation. Delayed my pension payments for months and could not explain why, neither could they give any indication as to when payment would be made, leading to stress and significant costs to mitigate. Contradictory information from the help desk. Even the managers who were finally engaged could not meet their commitments to call back. Complaint was raised but even that was mismanaged. Avoid this organisation if you can.