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
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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
Professional service when dealing direct with Nucleus.
Company replied
It took 2 weeks to Register
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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
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Replied to 83% of negative reviews
Typically replies within 1 week
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Professional and friendly staff.
Having been dealing with Nucleus for several years now be it directly or through my financial advisor of who has recently been removed,I have found Nucleus colleagues such as Nikki and Hannah both friendly and professional.
All correspondence regarding my investments etc are produced in a way that is so easy to follow and understand, here's to the future for both myself and Nucleus.
Thank you,
Mr Lewis J. Brown.
December 22, 2025
Reply from Nucleus
Hello Lewis,
Thanks for taking the time to leave us a five-star review! We're so pleased to hear of your positive experience and will be sure to pass on your kind words.
Kind regards
Lewis
Good customer service
The lady I spoke to was called hannah she was very helpful and patient with me and explained what I had to do to . Hannah that was excellent customer service .thank you
January 23, 2026
Unprompted review
Reply from Nucleus
Dear David
Thanks so much for leaving us a review. We're glad Hannah was able to support you during your call!
Kind regards
Darran
Unexpected call response
Previous experience has always been excellent when contacting this company.
However this afternoon when the call was answered this afternoon 22nd January the background noise and laughter made it very difficult to hear the person on the other end.
Very disappointing that my call did not end in a satisfactory response.
January 22, 2026
Unprompted review
Reply from Nucleus
Hi David,
Thanks for raising this, and I’m sorry for the inconvenience — I understand how frustrating this can be.
To allow us to look into this for you, could you please email our Tell Us How We Did mailbox at Tellushowwedid@nucleusfinancial.com, including your client reference number and the number you made the call from.
Kind regards
Darran
I contacted Shelby at Nucleus Financial…
I contacted Shelby at Nucleus Financial in January 2026. Shelby was very helpful and sorted my queries quickly, efficiently and politely.
Shelby is an asset to the company
January 16, 2026
Unprompted review
Reply from Nucleus
Dear Laurie
Thanks so much for leaving us a review. We're glad Shelby was able to support you during your call!
Kind regards
Darran
Shelby was really helpful and polite
Shelby was really helpful and polite. Excellent customer service from Shelby. Thank you so much.
January 21, 2026
Unprompted review
Reply from Nucleus
Dear Mark
Thanks for leaving us a review! We appreciate you taking the time to do so.
Kind regards
Darran
Got the task completed and Sarah was…
Got the task completed and Sarah was attentive and a pleasure to deal with
January 21, 2026
Unprompted review
Reply from Nucleus
Dear Mr Boyce
Thanks so much for leaving us a review. We're glad Sarah was able to support you during your call!
Kind regards
Darran
My problem was sorted out quickly by a…
My problem was sorted out quickly by a lady who was easy to understand over the phone, she took time to explain clearly and waited until I had fully completed changing my pass word. Excellent help. Thank you.
January 21, 2026
Unprompted review
Reply from Nucleus
Dear Peter
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
Nucleus has looked after my portfolio…
Nucleus has looked after my portfolio for over ten years and in that time have helped me without any problems. In my advanced years that personal attention is important.
December 30, 2025
Reply from Nucleus
Dear Mr Crook
Thanks for leaving us a review! We appreciate you taking the time to do so.
Kind regards
Darran
My questions were responded very…
My questions were responded very efficiently but the phone line was not that clear. The information was double checked. Very good customer service
January 20, 2026
Unprompted review
Reply from Nucleus
Dear Alyson,
Thanks for leaving us this five-star review! We really appreciate you taking the time to do so.
Kind regards,
Lewis
the lady who has been dealing with me…
the lady who has been dealing with me Nicole has been outstanding. she goes out her way to explain everything to me, and i understand everything she told me. thank you.andrew
December 30, 2025
Reply from Nucleus
Hi Andrew,
Thanks for taking the time to leave us a five-star review! We're so pleased to hear this and will pass on your kind words to Nicole.
Kind regards
Lewis
I forgot my password to my account…
I forgot my password to my account which then led to my account being locked. Phoned Nucleus who dealt with the situation in a friendly and very efficient manner, making the whole experience stress free.
January 20, 2026
Unprompted review
Reply from Nucleus
Dear Alison
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
Reply from Nucleus
Hi Alan,
Thanks for raising this, and I’m sorry for the inconvenience — I understand how frustrating this can be.
We contacted you on the 13th of January and again have emailed you today with additional information in order to progress your request.
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 and we would be happy to help.
Kind regards
Darran
Made a phone call to Nucleus to enquire…
Made a phone call to Nucleus to enquire about pension withdrawals and spoke to Shelby who gave clear and straightforward information. Thank you!
January 19, 2026
Unprompted review
Reply from Nucleus
Dear Mairi
Thanks so much for leaving us a review. We're glad Shelby was able to support you during your call!
Kind regards
Darran
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
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