Nucleus Avis 

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.

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

The James Hay offshore bond department has been beyond awful at the moment. If the CEO is reading this, please get in touch if you want to avoid an almighty complaint and regulatory report to the FCA. 020 7625 1661

Firstly …. Getting access to an advisor was quick , simple and reassuring.
Having expressed my lack of experience in all IT matters your advisor , HANNAH, was interested , informative and very knowledgeable in her responses.
My enquiry related to the issue of the normal end of year P60 … and Hannah resolved my concerns in a light-hearted way that was much appreciated . WELL DONE HANNAH.

Very supportive, prompt, informed and helpful response from a charming lady named Jane Osborne

An update, - I transferred £10,000 on 19 February on the Nucleus platform, to their broker service provider, Eqi.

The money hasn't been seen since. Nucleus blame Eqi and Eqi blame Nucleus. All I know is that I'm £10,000 down and neither of them seem willing or able to fix it.

Anyone thinking of setting up an account at Nucleus, just don't. Please, for your own sanity, don't do it.

I wouldn't touch this company with a barge pole. They do not respond to emails or their customer requests. Our clients funds have now been sitting in a SIPP cash account for 2 months. They refuse to provide an update or transfer out the funds as requested by the customer. They told us originally the funds coudn't be transferred due to a technical glitch in their systems - what a load of rubbish!

I have today received reply to my TRUSTPILOT review of 26 March from "Emma" saying someone will contact me. Since 26 March spent 1 hour on phone,30 March, asking to speak to manager, I was promised 42 hour call back -nothing.Filed 2nd internal complaint. So still no callback or resolution after several weeks. It is clear this company is having severe problems with James Hay integration .BEWARE

I use theNucleus telephone personal customer service support for my annual drawdown from my personal pension. Nucleus provides for a coherent, over the telephone risk assessment and its office based completion of my drawn down application. It’s a wonderful 5* easy access service with all the risk compliance included. I highly recommend Nucleus for its courteous friendly personal financial investment service.