Nucleus Anmeldelser 

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

I am sorry to say they currently do not even deserve a one star. 13.4.26 asked for copies of my phone calls with them under data subject access request due to the fiasco with my pension payment again this year, they had a new payroll system , up until this year we could take a lump sum payment and they could put in on their payroll as month 12 so we pay the correct amount of tax when they process it through their system and talk to HMRC system, So what happened this year they removed that critical function and they not bothered to tell any one including their Fisher and James hay clients they no longer can put payments on and process them as month 12 as in previous year , they have to input as month 1 , so HMRC assume that that one of lump sum payment that many of us take once a year is now assumed by HMRC times 12 as they make the assumption your going to get that big one off lump sum each month from April to march in the current tax year , How many clients did this affect this year 100's or into 1000's that Fisher Investments had to deal with Because of Nucleus and I expect we all have had to fill in a P50 and them claim the 40% tax back instead of the 20% we should have paid over the threshold from HMRC, this takes months , So back to data subject access request they have 28 days provide this under the regulations, So here we are the 11.8.26 still do not have the telephone transcripts, and that again is after Nucleus letter to Fisher on the 9th July saying they initiated copies the telephone calls for the second time and 28 days time scale that they have to do this has past I still do not have these communications. You can not make it up the what a terrible service we are experiencing with this company we having to use that Fisher investments have employed to pay our pensions. So here again i find my self going down the complaint route not for the first time , you think lessons be learned as similar and other issues with James hay and Curtis banks all have messed up my pensions for the last 7 years that i been taking my pension monies an now they all part of the same group, its no wonder its a complete shambles, Investment return Fisher great but the service providers they employed have been a night mare!!

My query was dealt with quickly, professionally and in a friendly manner by Richard.