Nucleus Arvostelua 

The phone answered promptly and the staff are so lovely. Everything explained in an understandable way and any questions asked were answered in a professional and caring way .......

I emailed you asking about data updates ie. date/time stamp. How are your customers to know if the portfolio data shown includes the current day's business? This is not sensitive information, but you declined giving "account security" as your reason! How does a timestamp endanger account security? How about helping your customers by providing basic information so they can better understand what they are looking at? I still don't know the answer to the question, and I doubt whether anyone will take the effort to resolve this annoying problem. (I gave you 1 star only because there is no zero).

Still waiting to get my first pension payment. Retired end of May, so not good experience so far

Had my stocks and shares ISA with James Hay for years. Nucleus taken over James Hay and nothing but issues. Initially could not find my account under name address or account number.
Nucleus new system clearly not fit for purpose.
A transfer which I requested be started in June 25 is still incomplete and communication has been virtually non existent. Despite numerous phone calls and emails very little progress forward.
Promises of a resolution have proved worthless. Asked to move in specie to another provider, around a 1/3 has been moved and the rest just sits there. It’s been months for what should be a straight forward process. Missed opportunities to sell or buy or simply access my funds.
A complaint I have made went way beyond the 8 weeks, we are now 6 months since I proceeded down that route, the update I got was there is “no update and a staff member has not been allocated to the case yet, as so many others to deal with! “ WAKE UP NUCLEUS.
They even suggested that I went to the Ombudsman because they failed to meet their own deadline for a response to my complaint, which I have started but clearly this takes time too.
I have spoken to so many staff but it’s always the “back team office needs to deal with that”, ask for contact name or number told there isn’t one and to email in. Emails of course get little to no response.
Feel completely trapped by Nucleus.

This is the worst company i have ever dealt with

We were with James Hay(brilliant)

We had no choice and we were transferred to Nucleus,last year

We've been trying to take small withdrawals,can take up to 15 working days-21 consecutive (no issue with that)...but been 6-7 weeks on some occasions

They have a software issue,which they wont admit to,with regard to the wuthdrawals from ex James Hay pensions

This is our income ,this company doesnt care,theres others like me,in the same boat

Ive had 2 lots of compensation after endless communication

Today ,22 days later still no sight of our income

Its a,waste of time ringing up,all you get is"we will reply in 5 working days "or fobbed off

Absolute joke of a company

I was quite worried that I could not access my account but with some kind , patient and excellent guidance from RICHARD my problem was easily solved

It was good to speak directly to a person, thank you Jennifer for being very helpful. I found my way around the platform and it was very straightforward.

Delay- escalation- no management!

So a week after my post the delightful “ Emma” replies. An ‘ escalation’ of my latest complaints.

Here’s a thought Nucleus.

Wake your CEO or Chairman up, maybe drag them to a laptop in Antibes or Olu Deniz, and get THEM to escalate and fix their dire company.
Everyone knows the re launch failed. Everyone knows the outsourcing of systems is a disaster.
So please, Nucleus, look after your customers not the margins.

Whenever I have contacted Nucleus by phone I have experienced first-class service. I have never had to wait long to be connected and have found the members of staff to be without exception friendly, polite, informative and very helpful. It's a real pleasure to receive such good service.

Very helpful staff. Good communication, and simple process.

I have messaged and called Nucleus countless times and so have my broker.
We have both been promised action regarding a transfer that is stuck but is now 9 months old.
I am always promised action but nothing happens?

This is simply a really stretched operation that is struggling and takes no responsibility for resolving issues.

Very helpful

Tale of woe as follows:-
Years ago I took independent financial advice and they recommended James Hay. I took out a SIPP.
Over time I got frustrated with the online experience James Hay offered. Then Nucleus acquired James Hay and promised a new online experience. I waited.
I waited so more. Finally the new experience arrived and was underwhelming. They have no mobile app, the web experience is poor - and the integration with off platform investments (BullionVault and Equiniti) is worse. I decide to leave and go to ii. I start the transfer process. It has taken weeks - and still they hang on to my money. No good reason - just incompetence. Seems to me Nucleus were set up to serve Financial Advisers - not individual investors. Unfortunately they bought a business (James Hay) that had both - and we're just a casualty. They aren't set up to deal with real customers - because they don't want to.

MY ALL QUERY WERE SOLVED PROMPTLY

You don't deserve even 1 star, you are the biggest jokers I have ever known & do not know how to operate a company or deal with customer care, you don't deserve decent customers & I have registered an official complaint with the FCA as your interest amounts are far lower than they should be, pathetic jokers every single one of you.

Had to make a phone call to Nucleus today, to get help with logging in to Go Nucleus for the first time. My first call was with Mira who set me up with a temporary password to login wit, this didn't work as I was trying to login the the wrong Nucleus page. My second call was with Jennifer who spotted my error and did the same again and now I'm sorted
Many thanks to their customer service team for all their help, great that they have patience with us oldies

Hannah was excellent in helping me with my enquiries!

Very competent firm that carry out my instructions in a clear manner.

Always been great been with them for years