Nucleus Reviews 

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

Got to speak to an advisor very quickly who was able to provide all the information I was looking for in a clear and helpful manner

The whole procedure took longer than I expected.

I did not like the way that we paid double fees to you and to the advisor ( rouse) for what was very poor performance. I would not recommend this to anybody. After 2 month I am still trying to withdraw my funds from your system.

An easy contact, swift transfer to someone, Christopher, who helped. He listened and I understood his instructions, which worked. All sorted.

Polite and professional advisor