Nucleus Avis 

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

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.