Nucleus Anmeldelser 

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.

I was having trouble logging in.
Decided to call support team who explained my account was locked.
Jennifer was very helpful & helped me through the reset process.

Jennifer was polite, friendly, patient and helpful! When you are elderly like me this it what you appreciate.

Very quick service. Sorted me out and I did not have to wait. Christopher was really clear and helpful. Sorted in minutes.

I just spoke with Nucleus the call was answered promptly, whilst my questions were stacked up Christopher answered everyone of them with not pausing etc…

Another reason I switched to Nucleus on reading the reviews prior to putting all my Pensions pots in one pot controlled by them.

Needed help accessing an account, phoned to ask for assistance,spoke first to a to a very nice lady, Jennifer "MOST HELPFUL" needed further assistance a short time later, spoke to a gentleman Dylan also "VERY HELPFUL" Thank you Nucleus customer relations

Christopher was patient friendly and extremely helpful. It was a real pleasure to talk to someone who understands customer service.
Thank you

I have sent 2 emails, on different subjects, to the Property Admin department (I sent the emails to Nucleus and to James Hay as they have not made it clear with whom we communicate now Nucleus have taken over)
My first email on 20th July regarding my funds being held by them has not had a reply. I filed a formal complaint but still no reply from the department.
I sent different email on Monday 3rd August with queries that have a time factor as we need to book a surveyor. I've received a generic acknowledgement of the email but I have not received answers to my queries.

Richard was extremely helpful with technical support and resolved my issue effectively and swiftly.

I was impressed to be answered quickly & not having to wait. My advisor, Richard, was excellent. He was very pleasant to deal with, and also very efficient and professional. He sorted out my problem very quickly and left me feeling reassured. Thank you.

I spoke to Richard who was extremely helpful and talked me through accessing the online portal. Great customer service and the problem was solved quickly and I was back online.

I note that several months ago another reviewer bemoaned that fact that it took him two weeks to register. The company commented (in terms) that it would look to improve. It's now August and it took me just as long...

In an age of instant, electronic communications and 100% on line service, the fact that a snail mail letter is STILL required as part of the Nucleus process seems arcane. Other platforms are 100% on line and register instantaneously.

problems with the takeover between Nucleus and James Hay. 7 months later and the service is getting worse month by month. Despite 2 formal complaints nothing has been answered. It is impossible to speak to to anyone senior in the Company you seed massages and wonder at the replays you have to aske the same question at least 3 times to get a answer that makes since ie i asked for bank details as they had changed them my replay was you don't need to paying as account is in credit but as my monthly payment had not been payed they was not the correct amount to pay charges which was why i need account number i have phoned them reptile about problems with account i have not been payed some month from February this year it has been a mess and to top it all my wom charge has gone from 140 pounds last year to 300 hundred pounds this year

Very quick and easily resolved any issues I had! Richard was great over the phone explaining everything

Have been very happy with the service that you give

I called today having lost my log in details. The phone was answered almost immediately. Richard quickly guided me through the steps to recover my user ID and to reset my password. Within moments I was once again able to access my details. Really quick and efficient. Thank you so much

In October 2025 I wrote a review outlining the problems with the takeover between Nucleus and James Hay. 10 months later ans the service is getting worse month by month. Despite three formal complaints nothing has been answered. It is impossible to speak to to anyone senior in the Company but supposedly the CEO Ross Allan signs all communications. I spoke to our fund managers today and apparently we are not alone in experiencing these problems since the new platform was introduced. We are now looking to move from Nucleus as we consider their customer service is not fit for purpose. Their incompetence is beyond belief in actioning simple requests which even the staff are unable to reply to. But the most annoying part is these poor staff are not allowed to pass problems up the line or arrange for customers to speak to senior management. Consequently they are in the firing line which is not acceptable. I challenge the CEO, Ross, to have the courage to actually speak to a customer. I will not hold my breath.
Since writing this review I received an email from the complaints team upholding my original complaint made months ago regarding the service issues we had experienced which is appreciated. However events of yesterday were not covered so I tried to contact the Complaint Handler who had emailed me. I was told by Nucleus that was not possible. So .much for customer service.
Unfortunately I have received numerous responses as this one from Nucleus but nothing gets sorted.
I have managed to speak to a member of the service team who again took full details of both my complaint and my wife's so I will wait to see what comes of that.
I have now missed two months payments this year.
This month my wife's payment was reduced and although Nucleus admitted they had got it wrong they now expect her to correct their mistake and put the amount back to where it was.
I am still waiting for a call from the CEO if he even exists so will be sending registered letters to all listed Directors of the company expressing our frustrations. We know we are not the only clients experiencing these problems so think twice before using the services of Nucleus. There are other options out there.

You cannot get an answer from their helpdesk - several secure messages have not been answered and the helpdesk just says sorry and says they cannot speak with anyone internally

Another very helpful agent who dealt with my enquiry quickly and effectively. Thank you Marta,for your time today. Another example of the good service I receive from Nucleus Customer Services.