Nucleus Reviews 

Staff were polite and helpful with the required information.

I instructed the commencement of drawdown income and gave a month’s notice to allow plenty of time for Nucleus to arrange the payments. Sadly this did not work well and the first payment was not made until I chased several times. To add insult to injury it would appear that future payments have not been set up either.
I have spent hours trying to get to the bottom of the issue but to date have received no response to my various communications.

Having spent over 40 years saving into my pension which is now in a SIPP with Nucleus Financial I have been  suffering an extremely stressful time trying to access and drawdown pension payments from Nucleus since March 2026 and receive a pension income which I am now relying on.

The SIPP is held with Nucleus with the investments being held with IG requiring Nucleus to disinvest £2,000 from IG each month to cover the pension payments. 

To date a £1,000 disinvestment in March 2026 has either been misallocated or stolen due to this amount coming out of my IG account but never being received into my Nucleus SIPP account. Over the last 6 months Nucleus have only managed to disinvest one amount of £2,000.

I find the Nucleus helpline staff very efficient but they are unable to deal with the issue and have to pass it on to their administration team where hits a roadblock and nothing happens. The administration process between Nucleus and IG obviously doesn't work requiring a call between the two parties to rectify this.

Average at best.
The agent was good but Nucleus are frustrating

I found Nucleus to very profitably,I am only leaving to me changing Financial Adviser. The on line Platform was great and showed you every thing you needed to Know.

eventually sorted out but took some time !

We are still waiting for our money. Seems to take an awful long time.

Professional, friendly and very efficient service from Christopher. All my of my enquiries were dealt with in a clear and courteous manner.
I have never been disappointed in any matters when dealing with this company.

Needed to speak to someone and Christopher helped me with setup which was super quick. Thanks

When calling and asking to speak to your designated person, many of the men you experience on the first call make this simple task, impossible, which is extremely frustrating and time consuming! I have often had to talk to two or three people only, to be told 'she's not available'. I have often been misinformed and I feel more training and less ego, is necessary.

Once Nucleus receive your withdrawal forms, it takes too long for the funds to be transferred from the funds sitting in your cash account to the bank.

For Shellby I would give a 5 star review. She has been extremely helpful, is very knowledgeable and catered to my current disability.

I am not receiving written statements and when I asked for clarity about transaction charges I found Nucleus to be particularly unhelpful

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.