Nucleus Reviews 

Extremely poor handling of a routine ISA transfer. I asked for my Stocks & Shares ISA to be transferred away from Nucleus in mid-August 2026. The original Trading 212 transfer was cancelled after Nucleus failed to respond within the required timeframe, forcing me to start again. Since then I have had to repeatedly chase Nucleus myself, despite being told on several occasions that someone would contact me by a specific date. Those promised updates did not happen.

More recently, Nucleus appears to have told my adviser that the replacement transfer had also been cancelled, while Trading 212 confirmed to me that it is still active and that they are communicating directly with Nucleus. I have effectively had to project-manage my own transfer, reconcile contradictory information between firms, and keep chasing while still paying platform and adviser fees. I have now raised a formal complaint. The most concerning part has been the lack of ownership, clarity and follow-through.

I wanted to drawdown a little bit of my pension pot so contacted Nucleus. I spoke to a lovely man called Chris and he talked me through the procedures. He was very pleasant and passed me on to the right department to get things moving.
I’m still waiting for my cash as they sell down the shares to cover the amount so cannot comment on the overall transaction as yet but I do keep receiving updates. Overall, so far, good customer service.

Good telephone response, Chris was clear and helpful. Much appreciated

Simple but powerful platform. Easy to use.

I have been waiting seven months for my funds to be transferred into my Nucleus account from James Hay. I want to know how my funds are doing? My husband died in March and although the account is now in my name the funds are still at zero? Where are they? This is malpractice as far as I can see, where is my investment?

Christopher handled my enquiry professionally and with courtesy. All my questions answered and my needs met. Brilliant.

I decided to move my SIPP from Nucleus to AJ Bell in July 26, due to poor service experienced from Nucleus since they took over my SIPP from James Hay who I had been with for 25 years without any complaint. The transfer process has been now over 2 months due to the inefficiency of the Nucelus processes. They do not respond to secure messages in a timely fashion and the wait times for someone to answer the telephone on their customer help desk is generally about 15 minutes. My experience of dealing with AJ Bell has been the complete opposite and I would recommend them without hesitation. My experience of dealing with the poor service provided by Nucleus has been very frustrating and I would suggest that you avoid placing your SIPP with them.

While their phone staff are friendly and helpful their other departments are a mess. I have non-advisor funds in a pension I am trying to withdraw (transferred to them after a merger). I have filled out all their forms, sent them a myriad of requested support documents. Their secure message system seems more like a gate keeping method to avoid responsibility - one department picks up messages destined for a different department and diverts my message (that’s happened twice now). Upon asking for specific reasons for why the documents I have sent are not good enough for them I get generic non-specific responses. About 80% of my questions are left unanswered and no one seems to respond with any sense of what needs to be done next. The call team seem at their whits end with the service they see me getting. Their only suggestion is that my efforts to get a response are going to get more traction via their message system than the multiple “escalations”they have flagged on my account for the people supposedly doing the work. I have received helpful, polite and intelligent responses from the call-in service - that is the one star I have given them but behind the scenes their right hand doesn’t seem to know what their left hand is doing … worrying in a financial institution dealing with your life savings!

Letting me know what is happening

It was easy to withdraw my money. Sometimes it took longer to come through but advisers always polite and courteous.

8 Weeks on and endless emails Nucleus fails to locate my pension payment paid into bank details on their website given to me by my financial advisor. The excuses of complex platforms since merging with James Hay is used to avoid paying my money into my pension or a refund. The diabolical complexity they have made of this is a red flag for a financial company. The incompetence is astounding when managing clients money, avoid them at all costs. J. Wasson

After 35 years working in the Financial Services Sector as an adviser I can honestly say this has been the worst company I have ever dealt with . A complete shambles. Avoid them at all costs!

No idea how customers get through quickly to helpful people, like some reviews here.

I wait ages and then get passed on to another team who don’t follow up with an answer. Multiple times.

Pensions shouldn’t be complicated. But answering a phone call is really basic stuff.

I would not open an account if I could go back in time.

Very disappointed.

very unprofessional asking you the details again and again total waste of time.

I have found staff helpful and dealt with my enquiry promptly

Was impressed with the help I was given concerning my late brother. It’s nice to know that some companies care.

We have to dial in to close our accounts which is not acceptable when we reside in Canada

Initially your clients sent in hard copy paper request for funds ( NOT our clients at the time) this was not actioned by yourselves,when we took over authority they asked for more funds which we actioned but became difficult as we then realised you hadn't actioned their first request