I wanted to express , the help and assistance I received from 2 of the customer service team Hope and ishika for their help with some. Problems I was experiencing they were both extremely patient and... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Some staff were very helpful, others lacked knowledge
Company replied
It took 2 weeks to Register
Company replied
Spoke to Hannah, today. Brilliant, she knew the answers to my questions, elaborated where appropriate. I got straight through, and the call was very helpful. I have to say my experience of nucleus has... See more
Company replied
Company details
Written by the company
Nucleus is one of the leading investment platform groups in the UK, we work with around 5,000 adviser firms to look after over £117bn of their clients’ money. We provide access to products like ISAs and pensions, and a wide range of investments including funds, equities and bonds. Our scale and profitability enable us to invest in products, price and service. This will ensure our platforms meet the needs of advisers in helping them make the retirement of their clients more rewarding. We understand that things like personal circumstances, life altering events, or health can sometimes mean our customers need some extra support from us. For more information on the support we can provide please visit https://nucleusfinancial.com/supporting-customers or speak to one of our team.
Helping to make retirement more rewarding
Written by the company
- We have an overarching commitment to support advisers. By harnessing James Hay’s pensions expertise and Nucleus’ digital capability, we’re building the best retirement-focused adviser platform for larger adviser firms in the UK.
Contact info
Suite B & C, First Floor, Milford House, 43-55 Milford Street, SP1 2BP, Salisbury, United Kingdom
- 0131 226 9800
- communications@nucleusfinancial.com
- www.nucleusfinancial.com
3.6
Average
1K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 86% of negative reviews
Typically replies within 1 week
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Simple problem but clearly dealt with…
Simple problem but clearly dealt with by very personable responder.
January 19, 2026
Unprompted review
Reply from Nucleus
Thanks for leaving us a review! We appreciate you taking the time to do so.
Kind regards
Darran
Great customer service
Hannah was very friendly, professional, efficient and extremely helpful - I felt like I was in very safe and capable hands!
January 19, 2026
Unprompted review
Reply from Nucleus
Dear Karen
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
Great Customer Experience
I’ve just spoken to Shelby regarding a release of funds. I found her to be not only extremely friendly but very knowledgeable and efficient too.
January 19, 2026
Unprompted review
Reply from Nucleus
Dear Norman
Thanks so much for leaving us a review. We're glad Shelby was able to support you during your call!
Kind regards
Darran
Great service
Customer service is always very good, a real can-do attitude, from friendly, knowledgeable operatives.
December 30, 2025
Reply from Nucleus
Hello Jon,
Thanks so much for taking the time to leave us a five-star review on our customer service, we really appreciate it!
Kind regards
Lewis
down again
I frequently use nucleus financials.
I am surprised at how often it is unavailable.A financial product should not be unexpectedly down as often as this one is.
Reliability should be better
January 17, 2026
Unprompted review
Reply from Nucleus
Hi Neil,
Thanks for raising this, and I’m sorry for the inconvenience — I understand how frustrating this must have been.
We regularly deploy updates to maintain and improve service levels. These are always communicated in advance and appear as warnings on platforms such as Nucleus Go.
In this instance, a scheduled update took place on Saturday 17th January, with planned downtime from 8am to 6pm. There was also a previous deployment on Sunday 7th December.
If you need any further support, please contact our Client Contact Team on 0131 226 9535 (Option 1) or email our Tell Us How We Did mailbox at Tellushowwedid@nucleusfinancial.com.
Thanks,
Lewis
I have dealt with Nucleus for several…
I have dealt with Nucleus for several years now and the service is always first class. No foreign call centre to deal with, just friendly, knowledgeable staff. who are always helpful. Cannot recommend highly enough
January 16, 2026
Unprompted review
Reply from Nucleus
Dear Norman,
We're so pleased to hear these kind words. Thanks for taking the time to leave us a five-star review!
Kind regards
Lewis
Query was dealt with quickly and…
Query was dealt with quickly and efficiently. Thank you for making everything so simple.
January 16, 2026
Unprompted review
Reply from Nucleus
Hi Pamela,
We're so pleased to hear this. Thanks for taking the time to leave us a five-star review on it!
Kind regards
Lewis
Excellent.
Very professional ( and warm ) assistance from Hannah this morning. I am a new client and had some registration issues. Hannah was superbly helpful and attentive.
January 16, 2026
Unprompted review
Reply from Nucleus
Hello Bill,
Thank you for leaving us a five-star review! We'll be sure to pass your compliments onto Hannah.
Kind regards
Lewis
Expensive and opaque
The underlying assets in the fund I was recommended were unrecognisable; I had no idea what I was actually investing in. There was no initial presentation of how to register / login; there doesn't seem to be any easy way to assess investments. The charges are incredibly high. I thus just went for a holding investment in money market fund - this returned circa 2%; way lower than anything similar out there. I am considering sacking my IFA. Ridiculous
January 15, 2026
Unprompted review
Reply from Nucleus
Hi James,
Thank you for sharing your concerns — I can appreciate how frustrating this experience must have been.
Nucleus are responsible only for safeguarding and administering your assets. We’re not authorised to give financial advice or comment on fund selection, performance, or the underlying assets within any investment.
Your financial adviser is the best point of contact for explaining the funds recommended to you, the expected returns, associated fees, and any supporting information you feel you were missing.
If there’s anything specific you need help with regarding accessing your account or viewing your holdings, please call us on 0131 226 9535 (Option 1) for our Client Contact Team who can assist you to register and view the account online.
Kind regards,
Lewis
the operater was very clear and…
the operater was very clear and concise,she helped me with new login!
January 15, 2026
Unprompted review
Reply from Nucleus
Hi Robert,
We're so pleased we were able to help you resolve the issue. Thank you very much for this five-star review!
Kind regards,
Lewis
"Above and beyond...."
I'm the Executor for my late mother in law's Estate. Inevitably there has been much financial admin to deal with. Some of the institutions involved seem to have been needlessly unhelpful. However I have to say that dealing with Hannah today at Nucleus has been exactly the opposite. Hannah went "above and beyond" to help me with my query - ensuring that I had all the information that I needed and offered further assistance if required. Thank you Hannah/Nucleus.
January 14, 2026
Unprompted review
Reply from Nucleus
Dear Richard
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
Hannah was very friendly and guided me…
Hannah was very friendly and guided me through the process professionally.
January 13, 2026
Unprompted review
Reply from Nucleus
Dear Lesley
Thanks so much for leaving us a review. We're glad Hannah was able to support you during your call!
Kind regards
Darran
People
People ! Its people who make a business and I have no
quarms in stating that Hannah dealt with my requests
efficiently , politely and in a satisfactory manner.
God help us should Nucleus changes to A1 staff !
Well done Hannah.
January 14, 2026
Unprompted review
Reply from Nucleus
Dear John
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
fast and efficient assistance.
Having somehow forgotten my username, I was delighted at the response from the Nucleus team in providing assistance, thanks Jennifer.
January 14, 2026
Unprompted review
Reply from Nucleus
Dear Brendan
Thanks so much for leaving us a review. We're glad Jennifer was able to support you during your call!
Kind regards
Darran
Got the help I required excellent…
Got the help I required excellent service
January 13, 2026
Unprompted review
Reply from Nucleus
Dear Dave
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
What a shambles - James Hey or Nucleus?
I am a new customer, caught in the middle of the James Hey migration CHAOS. All Nucleus correspondence (both letters and emails) have a contact number that takes you to James Hey!!! Neither organisation, James Hey or Nucleus (when you finally find them) have any record of my pension. Seriously concerned!
January 12, 2026
Unprompted review
Reply from Nucleus
Dear Mr Rayner
Thank you for sharing your feedback with us. We’re very sorry to hear about the difficulties you’ve experienced. This isn't the experience we want for our customers, and we understand how concerning this must be for you.
You've since spoken with our colleague Ian but, we'll ask him to contact you again directly for any further queries or concerns you may have. Through this engagement with Ian, I hope we're able to restore your confidence in us.
Many thanks
Angela
Great service
I had need to urgently contact Nucleus today with something which was really time critical.
Tina was super helpful and very proactive in contacting the relevant in house team in order to try and reverse an action we had requested in error.
My thanks to Tina who's manner was very calming and the whole team involved at Nucleus for sorting this immediately.
Greatly appreciated.
January 12, 2026
Unprompted review
Reply from Nucleus
Hello,
Thank you so much for leaving this five-star review. We really appreciate your feedback and will pass on the kind words to Tina!
Kind regards,
Lewis
Nucleus carried out our instructions…
Nucleus carried out our instructions promptly and efficiently.
December 16, 2025
Reply from Nucleus
Hello,
Thanks for leaving us this five-star review! We really appreciate you taking the time to do so.
Kind Regards
Lewis
Nicole
Nicole - Nothing seemed too much trouble regarding the questions i was asking and the advice i was given . superb
Also dealt with Shelby on a previous occasion , here again superb service
Both a credit to the company
December 17, 2025
Reply from Nucleus
Hi Graham,
We’re really pleased to hear that Nicole was able to answer all your questions and provide great advice, and that Shelby also offered superb service previously.
We’ll be sure to pass your kind words on to them.
Thanks again for taking the time to share your feedback!
Kind Regards,
Lewis
It took you 6 years after the death of…
It took you 6 years after the death of the policy holder to contact their next of kin. At every stage in proceedings you have requested information, only to come back to request further information that you neglected to ask for to start with, but without which you have been unable to proceed with the claim. Your communication has been inconsistent.
December 12, 2025
Reply from Nucleus
Hi Simon,
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience hasn’t been positive, particularly regarding the timescale and communication.
There is an ongoing complaint for this case and I've passed this on to the team who are currently reviewing the details. Once everything is reviewed, they will be in touch with a comprehensive response.
In the meantime, if you have any questions or need further assistance, please don’t hesitate to get in touch on 0131 226 9535 (option 1) for our Client Contact Team.
Thanks
Lewis
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