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
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.
Company replied
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... See more
Company replied
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 ha... See more
Company replied
Company details
Written by the company
Nucleus Financial Platforms is one of the leading investment platform groups in the UK, we work with around 5,000 adviser firms to look after over £43bn 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 202 Warner House, SP1 3TB, Salisbury, United Kingdom
- 0131 226 9800
- communications@nucleusfinancial.com
- www.nucleusfinancial.com
3.8
Great
1K reviews
Replied to 88% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Access issue resolved
Struggled to register my account but was kindly assisted by Hannah. Very pleasant and knowledgeable, she soon had me logged in and even guided me through all the menu options as guidance for future use. Thankyou
December 9, 2025
Unprompted review
Reply from Nucleus Financial
Hello Chris,
Thank you for sharing your experience. I'm glad to hear Hannah could help you log in and took the time to show how to navigate. We'll be sure to share your kind words with her.
Many thanks
Linsey
Speedy resolution of query
December 9, 2025
Unprompted review
Reply from Nucleus Financial
Hi Claire,
Thank you for taking the time to leave your review. I'm glad we could help you quickly, if you need further support please don't hesitate to get back in contact.
Many thanks
Linsey
Excellent!!!
My dealings with Nucleus have always been excellent, and working with Simone in getting my request sorted today was yet another impressive example of the efficiency, effectiveness, professionalism and helpfulness of the Nucelus Customer Service Team in general (and Simone in particular this time around!). Thank You!!!!!
December 1, 2025
Unprompted review
Reply from Nucleus Financial
Hello Malcolm,
Thank you so much for sharing your feedback. We’re delighted to hear that your experience with Nucleus has consistently been good. And that Simone was able to help you effectively. We'll be sure to share your kind words with her.
Many thanks
Linsey
Professional Service
easy to contact and great manner, advice and resolution from Shelby.
December 5, 2025
Unprompted review
Reply from Nucleus Financial
Hi Martin,
Thank you for leaving your review. It's great to hear Shelby was able to get a solution for you.
Many thanks
Linsey
Thank you Hannah
I recently experienced an issue with an external company . Leading to a great deal of stress and anxiety.
I contacted Nucleus and Hannah answered.
What a wonderful experience, Hannah dealt with me in the most professional/calming manner .
Hannah’s communication was excellent, very patient and helpful explaining the process in a simple way.
A credit to the company. Thank you Hannah.
December 5, 2025
Unprompted review
Reply from Nucleus Financial
Hello Robert,
Thank you for your review. I'm happy to hear Hannah was able to help you, especially as you'd experienced frustrations. We'll be sure to pass on you r kind words to her.
Many thanks
Linsey
Easy to get through to Customer…
Easy to get through to Customer Service. Christopher answered my query, sorted it out straight away and was very helpful.
December 5, 2025
Unprompted review
Reply from Nucleus Financial
Hello Jayne,
Thank you for your kind words. It's great to hear Christopher was able to help you. If you need anything further please don't hesitate to get in contact.
Many thanks
Linsey
Invested my pension wisely and guided…
Invested my pension wisely and guided it through pandemic and got through the other side!
November 12, 2025
Reply from Nucleus Financial
Hello,
Thank you for sharing your experience with us. We’re pleased to hear you’re satisfied with the performance of your pension.
Please note that Nucleus is unable to provide financial advice. To ensure your investment decisions are aligned with your needs and goals, we always recommend seeking guidance from a qualified financial adviser.
Many thanks
Linsey
good phone support
Had a problem logging in and it was resolved quickly
December 3, 2025
Unprompted review
Reply from Nucleus Financial
Hello Graham,
Thank you for sharing your review. I'm glad you're experience was positive and we could resolve your log in issue quickly. If you need further help please don't hesitate to get in touch.
Many thanks
Linsey
Reply from Nucleus Financial
Hello TJ,
Thank you for sharing your experience. I'm glad you found the person you dealt with helpful. If you need anything further please don't hesitate to reach out.
Many thanks
Linsey
Reply from Nucleus Financial
Hello Neil,
Thank you for you review. It's great to know you found us easy to deal with. We'll be sure to share your kind words with the team.
Many thanks
Linsey
Christopher was extremely and helpful…
Christopher was extremely helpful and answered all my questions in a professional and friendly manner!
November 28, 2025
Unprompted review
Reply from Nucleus Financial
Hello Ann Jane,
Thank you for leaving your review. I'm glad to hear Christopher was able to help you. If you need further support please don't hesitate to reach out.
Many thanks
Linsey
accidentally lost access
Accidentally lost access to the platform, a helpful staff member soon had me back into my account, fantastic service, thank you.
November 27, 2025
Unprompted review
Reply from Nucleus Financial
Hello Paul,
Thank you for taking the time to leave this review. It's great to know we were able to help you log back into your account quickly. if you need further help please don't hesitate to get in touch.
Many thanks
Linsey
My experience was efficiently
My experience was efficiently, and personably handled.
I did not give 5 stars as I have not concluded the main part of the business, so will know then what I think all round.
November 6, 2025
Reply from Nucleus Financial
Hello Martine,
Thank you for your review. I'm glad to hear your experience has been positive so far. If you've any questions please don't hesitate to contact us.
Many thanks
Linsey
My request was dealt with by…
My request was dealt with by Christopher, who was charming and most efficient.
November 26, 2025
Unprompted review
Reply from Nucleus Financial
Hello Linda,
Thank you for sharing your experience. It's great to hear Christopher was able to help you with your request. We'll be sure to pass on your feedback.
Many thanks
Linsey
Paperwork Query
Very helpful person solved my problem quickly and efficiently
November 25, 2025
Unprompted review
Reply from Nucleus Financial
Hello Pamela,
Thank you for your kind words. I'm gad to hear we were able to help you quickly. If you need any further assistance please don't hesitate to get in touch.
Many thanks
Linsey
I had a problem logging on to my…
I had a problem logging on to my account, I rang Nucleus, they answered very promptly, and Nicole was able to sort me out straightaway - I can now log on!
November 24, 2025
Unprompted review
Reply from Nucleus Financial
Hello,
Thank you for leaving this review. It's great to hear Nicole was able to help you log on quickly. If you need further help please don't hesitate to reach out.
Many thanks
Linsey
Draw-down support as good as ever
As always, the support was courteous and very helpful. Christopher dealt with my query very professionally and to my satisfaction
November 24, 2025
Unprompted review
Reply from Nucleus Financial
Hello Peter,
Thank you for your kind review. I'm glad to hear Christopher was able to help you resolve your query.
Many thanks
Linsey
Fantastic
Consistent, fantastic support from every single member of the team we spoke to over a 3 week period. We spoke with 8 different support staff and each one was brilliant. It was a very worrying time for our family but because of their support it was a bearable time of great stress.
November 21, 2025
Unprompted review
Reply from Nucleus Financial
Hello Susan,
Thank you so much for sharing this feedback. I'm delighted to hear that every member of the team was able to support you during a stressful time. It means a lot to know that their efforts helped make things more bearable for you and your family. I’ll make sure your kind words are passed on to the team.
Many thanks
Linsey
Login support
Richard provided prompt attention and ressolution to the issue raised.
Courteous and Professional.
November 21, 2025
Unprompted review
Reply from Nucleus Financial
Hello Alistair,
Thank you for your kind words. I'm glad to hear Richard was professional and able to help quickly.
Many thanks
Linsey
Most of the funds were transferred…
Most of the funds were transferred quickly, but part of the fund is still yo be repaid.
October 31, 2025
Reply from Nucleus Financial
Hello Richard,
Thank you for sharing your experience with us. I can confirm that your request has now been completed. Occasionally, part of a fund may take longer to process, or a small residual balance can remain after the initial transfer. I’m sorry this wasn’t fully explained to you. If you have any questions at all, please don’t hesitate to get in touch. We’ll be happy to assist you.
Many thanks
Linsey
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