Nucleus Avis 

Efficiency and promptness of your staff.

After emailing you, with a question regarding my account, all i got back was this asking how you did with my inquiry, without any answer

Firstly I would like to say that the staff I have spoken to ( many times) have been nothing but polite and have tried their hardest to be helpful, and deserve credit for that.
However it is now it is now 4 months since they should have made a payment to me, notwithstanding I am on their vulnerable list following hospitalisation. They have offered and transferred agreed compensation, but not the sum originally requested, of which they had notice in December 2025. Twice before February 2026 at my request I was told everything was in order and no further information was required - which they have acknowledged as true. Today they tell me they have difficulty making overseas transfers even though they are transferring to a sterling account. The inefficiency of their system and the absence of communication is appalling.

I would give this company zero stars if I could. My husband has been waiting since September 2025 to have his funds transferred to another provider from previously James Hay, and now Nucleus. Ring them weekly same old response - no managers available no idea of timescale. Absolutely useless company . Feel sorry for the poor admin who are left to bull shit everyone trying to get information about their investments. DO NOT USE THIS COMPANY! A formal complaint was sent to nucleus on the 28th April, 2 responses received staying they haven't been able to provide a full response. Don't hold out much hope they'll resolve anything within the 8 weeks time period so will definitely be escalating this to the ombudsman at the end of this month. Can't believe you have to wait 8 weeks when a company holds money you desperately need to live in .

26.06.26 review
Since writing my earlier review things have got nowhere.
Put in a written complaint, 8 weeks almost us the company nucleus have advised us to make an application to the pension ombudsman,, due to an increase in complaints, they are not able to provide any response!
Also , despite my husband ringing every 10 days, each time being told they will send out chasers , guess what, they haven't done this. Only one chaser has been sent out in the whole 6 months we have attempted to get this sorted
Chaser lady sent back in May. Admin obviously tell lies despite trying to assure us they would get things moving for us ! Can't change the date in this review only allowed me to put 03.06.26

Spoke to Hannah, today. Brilliant, she knew the answers to my questions, elaborated where appropriate. I got straight through, and the call was very helpful. I have to say my experience of nucleus has been excellent, on the few occasions I have needed to call. Today Hannah was especially helpful. thank you

Transfer out information provided to the new scheme was incorrect and subsequent complaint remains outstanding.

They do not carry out your inatructions Very poor responces for information on your sipp investments.

My experience was NOT great - in fact the opposite. Nucleus insist on passing their responsibility to provide valuations and other policy info back onto the financial adviser - the entity that provides them with their business in the first place. No other company I deal with in obtaining policy info takes this stance and it thoroughly upsets the advisers. Even when there is not a financial adviser involved they grumble about performing their responsibility and take an age to perform it.

We sent a secure message request on 23rd January, we have chased every month since and despite the initial acknowledgement have had no further response from you. Today we tried calling, you would not put the call through to the relevant department, would only take a message, which would take 10 working days to respond, despite us already waiting over 4 months.

I started my tax return for 25/26 year. I needed my tax certificate from Nucleus and sent a request but email.
To my surprise the response stated, fairly bluntly, that since I had a financial advisor, I should ask him!

Your customer representative (Martha) was excellent, she explained that there would be some delay in receiving the funds from my drawdown account with Equilibrium.

Complaint not resolved after many weeks.
Nucleus are a shambles.
Do NOT use.
They employed good complaints handlers. But the key staff to action work are just not there.
I rejected a paltry offer of compensation for their errors weeks ago. I have heard nothing in reply.
The website is lousy. Staff systems have failed. Senior management counting their loot. The company is making vast profits: and will make more post merger because they have not staffed properly.
This is a good example of failing Britain. Strip/ Shaft/ run.
Get out if you can . Its hard because many other providers do not offer the hybrid self manage option.
A cynic might suggest Nucleus WANT self op clients to quit because they generate low return.
I only wish I could use the strongest anglo saxon expletive here - but I obviously will not!!!!!
Utter bilge.

Great contact staff but organisation awful . queries passed to other departments. Dont hear back. No interest in escalating a problem in order to find a solution. Entire company is dumbed down, AJ Bell could teach them customer service. sweet promises of customer care on recorded messages are empty

its been several weeks since i escalated my complaints that this company is holding onto funds my 89 year old mother desperately needs yet despite the multiple calls with empty promises of help offered still no money has been sent. i have not been offered a single reason why this company have not sent the money owed months ago
the promise of a manager calling to assist has never materialised
i cannot strongly suggest having nothing to do with this company based on this pitiful situation they have created

Professional service when dealing direct with Nucleus.

I was asked by my accountants to ask you for a P60 for last year and when i phoned I asked the girl for a P60 for giving to my accountant and was met by a rather sharp reply that the P60's were being done only at the end of the month, end of conversation, full stop. And guess what I still haven't received my P60
WHY

Do not use this company as they are incompetent and unresponsive to messages sent on their secure platform. I was previously a customer of James Hay and never had any problems or issues with them. The support staff are friendly and answer the phone quickly but the operational support behind them is completely useless. Once I get all my issues and complaints resolved I will be finding a new provider.

Quick response and effective

Have been trying to sell down funds to purchase an annuity since 8th April and yesterday they told me to contact Fidelity direct to sell funds. They will not deal with me as a direct client as the investments were made through James hay pension trustees. Am at my wits end with this company and will move as soon as I can. Their charges have increased substantially since James Hay migration and they now retain 2.5% interest on cash balances in addition to an annual management charge. Have 3 complaints outstanding two of which are over 8 weeks old. They seem to be inundated with complaints.