Nucleus Financial Reviews 1.006

As My SIPP provider ( James Hay ) has now "Migrated" ?? to Nucleus Financial Services I rang them on 5.3.26 to be told the team was unavailable but would ring me back. They didn't, so I rang them again on the 9.3.25 and was put on hold for over 30 minutes. I eventually got through to a man who had very poor English , and he put me on hold before eventually saying someone would send me some details regarding my query. This is my first contact with Nucleus Financial and at this rate likely to be my last.

Fay Rutterford ability to break down barriers both human and information driven

I am massively disappointed with Nucleus Financial. I have been attempting to make a withdrawal from my pension fund. All the relevant paperwork and my responses were completed by 11th February. As of today, 7th March, I have not received my money. I have rung the customer support team 3 times and been told that a manager will call me and that I would be kept informed of what is happening yet I have had no calls or updates. I feel totally ignored and pushed to one side. I have written 3 emails and yet received only platitudes and apologies in response yet I do not know what the problem is nor have I been given any timescales. I am really stressed and I have been losing sleep about this terrible situation. I have incurred interest charges and penalties from my credit card company because the money has not been transferred in a timely manner. This is no way to treat any customers let alone pensioners . I would advise any one thinking of using Nucleus to avoid them and find another, pensioner friendly, organisation

All who read this followup review will be horrified at the NON action from Nucleus although I note others are experiencing the same deplorable customer service. The routine transfer from one cash account to another to facilitate a pension drawdown would be bread and butter for any reputable financial services company. The response to my original review signed Angela, probably AI generated, could and should have simply said we regret the delay and the payment will be made immediately. Instead they plan to raise it as a complaint - a complete failure and degradation of responsibility and a serious issue in denying myself the right and control of my cash balance. The situation is even worse since my secure messages on file to Nucleus remain unassigned which I assume indicates either a complete incompetence or overflow of workload. I would have expected that a financial services company announcing a new presence would be SO SO focussed on image and service to existing clients. Can the simple cash transfer across the company platform be anymore vanilla ? Nucleus is fully aware that I am 3500 miles away from my base supporting a family member undergoing medical treatment and I am a senior at 81 years old and we all know what is going on the international stage and the reaction in the financial markets. This situation is beyond stressful and when you consider I am ONLY receiving communication from Nucleus by way of response to my Trustpilot review is SO SO unprofessional and will be reported to the respective Ombudsman and regulatory authorities. Nucleus can there be ANY EXCUSE WHY A CASH TRANSFER INITIATED ON FEB 12, 2026 HAS STILL NOT BEEN EXECUTED AS AT MARCH 6, 2026 10.58 AM, EST USA.?

Absolute disgraceful way to deal with customers money
See the reply, impossible if they don't answer the phone!
Reply from Nucleus Financial

2 hours ago
Dear Ian

We’re very sorry to hear that this has been your experience, it’s absolutely not the standard we aim to deliver. We take comments like this seriously, and we’d really like the opportunity to look into what happened and put things right. If you’re willing, please contact us with your details on 03455 212 414, and a member of our team will investigate this as a priority.

Kind regards
Angela

I keep getting paper contract notes. I have tried, unsuccessfully, to stop them. So I contacted Nucleus who told me to contact my financial advisor. I replied to say that I had done that and he had no more success than I did. There was no reply. The impression I am left with is that Nucleus don’t care and are not prepared to try and help.

The overall experience was excellent. One comment I would like to make, twice our forms were filled out incorrectly and it was up to me to phone and check. Would have been nice for nucleus to inform me of where we had gone wrong.

Really helpful representative. Process was detailed as you would expect it to be to ensure security.
It takes a while but high finance needs to be done correctly

I have sent many messages and complained that a pension drawdown is not being actioned. I have been promised a callback to explain the lack of action but this has not happened. My secure messages are largely being ignored since I transferred from the James Hay platform.

I did not receive a callback when promised. They did call yesterday but the line went dead and they didn't call back. I am away abroad on holidays and am trying to contact Nucleus. Unfortunately, I can't get through. This is very frustrating and I am all but giving up on getting my pension paid in this tax year. This is rediculous when you consider I started the process in January.
I'm afraid I am going to loose out financially because of the total breakdown in service.

Great Service From whole Team Very helpful and easy to talk too THANK YOU

Your company have been abliging and helpful and I'll just like to say thanks for what you've done for me in the past.
I'm hoping the transaction will happen soon because it's very needed.

Helpful staff and quickly dealt with our issue regarding a family bereavement.

Everything has been carried out as per my instructions with the expertise I had come to expect from a renowned professional company. I would recommend you to anyone who needs their finances looked after.

I have been a James Hay customer for many years and I'm disappointed that I have now become a Nucleus customer by default. It may be that the website is suffering from teething troubles in absorbing the James Hay customers and so I'm reserving judgement. However at present the financial information available to me on the Nucleus website is neither 'current' nor sufficiently available for my individual investments.
Just had a reply to advise that the values are only updated on a monthly basis (previously when I visited the James Hay site the values were up to date).

Honestly, I've not had much contact. But the recent interactions were supportive and genuine without being pushy. And I thank you for that.

Amazing customer service put me completely at ease as unable to register /log in .
Agent was very helpful and ready to assist me navigate the platform

Sarah was brilliant today sorted my logg in straight away thank you

I have been waiting for over a week now for my pension funds. Every day I’ve been told:
Don’t worry, we will keep an eye out for you
Yes, you have had a payslip. That means you will get it tomorrow.
The payslip comes from a third-party it doesn’t mean you’re getting paid yet
Oh, the money is our side
It’s no good you phoning every day nothing’s going to change
Yes, we are having problems with a new website
No, I’m sorry I can’t talk to that team. I have to put in arequest. The more requests I put in the longer it will take for you.
This is why I’m writing such a poor review. Do not use this company.

Richard was very patient helping me to log into my account.
He had to explained several times as I was having difficulty logging in.

Five-star service when I rang Nucleus for technical help. Jennifer was friendly, knowledgeable, patient and (for a non-tech person like me) easy to follow