Nucleus Reviews 

Appalling service.
After 6 attempts to phone Nucleus in 1 day, and waiting on each occasion for 15 minutes plus each time, I gave up. Two days later I eventually got through only to have call terminated by call handler as I was told I had failed security clearance. I immediately called back and eventually got through, to be told they were having ‘difficulties’ which were being dealt with.
The reason I was calling was that I had received a letter from Nucleus apologising for late payments of my pension and offering a goodwill compensation payment for the delays - an amount of £50. The letter was dated 21/8/26 and promised payment within 10 working days of the date of the letter. It is now 26 days later (16/9/26) and NOTHING heard or received.
Make your own minds up regarding the acceptability of my treatment over this matter bearing in mind the industry that Nucleus purports to represent.
I

i requested a withdrawal from my pension about 3 weeks ago cant seem to get any response from my calls

Rang Nucleus for info on my investments my call was answered quickly by SCOTT D. Scott answered all my concerns very efficiently & put my mind at rest over my worries ,every time i ring Nucleus i get the same service .
It is a pleasure to speak to them and not a robot | well done guys....

It's an absolute nightmare trying to login. I rang the help line but,they were unable to sort. They suggested that I take screenshots of errors and send them for their IT department. I gave up. I never had a problem when I was logging into James Hay.

My experience of leaving Nucleus was tediously protracted due to their very slow processing of my portfolio transfer & then not sending the correct information needed by my new advisers.
The customer service agents were all helpful but the back office let us down.

The service and functionality is deplorable.

Just as usual - excellent service

Unfortunately since James Hay became Nucleus and they introduced a new system/portal the service and their ability to do anything in a timely fashion has gone out of the window. My investment manager transferred funds to Nucleus in early April to pay my pension and it took Nucleus about 2 months before they allocated the cash to my account. They explained that it was down to the new system but one would have thought such a simple process would have been tested by them before implementing a new system.

I have repeated this process with another transfer of cash on 14th August and guess what as at 8th September it still hasn't been allocated to my Nucleus account to pay my pension payment for this month.

Appalling organisation.

Good returns on your investments

When we have received emails regarding our finance, they have been informative.
I once spoke to one of your colleagues who was very helpful.
Thank you.

Made a telephone call this morning which was quickly answered by Christopher, who was extremely polite and helpful and thankfully I understood every word he said, which is very unusual nowadays!

Still not resolved, no contact for over a week despite saying they'd be in touch

The company itself seems fine but the portal is appalling. Waiting up to 10 minutes for an OTP to arrive for login, incorrect tax deductions being levied despite being aware of the problem, multiple notifications of status change with no means to stop them, the list goes on. Today I still had not had the OTP arrive after 10 minutes so clicked the logout button to try again and was then advised an OTP could not be issued to me. I miss the JamesHay platform, it just worked.

Administrative errors which should never have existed resulted in significant delay in transferring my ISA.

My call was answered quickly and Scott resolved my query quickly too.

Disgraceful Company. Their so called advisors have a list of excuses and reasons why they cannot help. I have spent 8 months trying to complete a simple straightforward transaction, but they have excuse after excuse why it can’t be done.

I have sent a complaint and made each person I’ve spoken to how disgusted I am with their lack of service if interest in trying to resolve my case.

Their staff should be ashamed of themselves for working for such a disgraceful company.

Scott was very knowledgeable and able to guide me through my request

A really good and smooth transition with my pension. So far so good.

Nucleus provide excellent platform and accessibility to pension data and information