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
Today I contacted nucleus Financial by phone. My call was answered promptly and 'Jennifer' talked me through gaining access to my accounts on-line. She made sure I had successfully logged in and advis... See more
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 89% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I had problems logging into my account
I had problems logging into my account. Christopher from Nucleus sorted it for me without drama or delay - I have to say I have been with them for many years.
Refreshing to have such a great customer service
January 7, 2026
Unprompted review
Reply from Nucleus Financial
Dear Helen
Thanks so much for leaving us a review. We're glad Christopher was able to support you during your call!
Kind regards
Darran
Very satisfied with Nucleus Financial
I have been a customer of Nucleus Financial for several years and have been extremely satisfied with their service. They are very helpful in answering queries, on the rare occasion I have needed them answered. Overall, I rate them very highly.
December 15, 2025
Reply from Nucleus Financial
Dear Mr Smith
Thanks for leaving us a review! We appreciate you taking the time to do so.
Kind regards
Darran
Very helpful when needed.
January 6, 2026
Unprompted review
Reply from Nucleus Financial
Dear Iain
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
Call to customer service who resolved…
Call to customer service who resolved query swiftly and professionally
January 6, 2026
Unprompted review
Reply from Nucleus Financial
Dear Mrs Hopkins
Thanks for leaving us a review! We appreciate you taking the time to do so.
Kind regards
Darran
excellent response
The call was speedily answered without going through a raft of menues and AI voices. Sarah helped me set up on line access in a very efficient and friendly manner
January 6, 2025
Unprompted review
Reply from Nucleus Financial
Dear Martin
Thanks so much for leaving us a review. We're glad Sarah was able to support you during your call!
Kind regards
Darran
Nicole was very helpful at sorting out…
Nicole was very helpful at sorting out my account registration for Nucleus Go. Very clear.
January 6, 2026
Unprompted review
Reply from Nucleus Financial
Dear Dan
We're so pleased to hear this. Thanks for taking to time to leave us a five-star review on it!
Kind regards
Darran
phone answered quickly .
phone answered quickly .. a real person .. Marta who sorted out my log in issues within 2 minutes .. great service
January 6, 2026
Unprompted review
Reply from Nucleus Financial
Hello Ione,
Thank you for very much for your kind review. I'm glad to hear Marta was able to help you get logged in.
Many thanks
Linsey
Great customer service from Hannah.
Great customer service from Hannah.
Wish all other companies had the same high standard.
December 2, 2025
Unprompted review
Reply from Nucleus Financial
Hello,
Thank you for taking the time to share your experience. I'm very happy to hear you had such a positive experience with Hannah. If you need anything further please don't hesitate to get in touch.
Many thanks
Linsey
Excellent customer service from Simone
Simone answered my telephone query quickly and was very helpful. She efficiently diagnosed and rectified my website access problem. Good customer service overall.
January 6, 2026
Unprompted review
Reply from Nucleus Financial
Hello,
Thank you for taking the time to share your experience. It's great to know Simone was able to help you with your website issue. If you need anything further please don't hesitate to get in touch.
Many thanks
Linsey
Very happy with your friendly and…
Very happy with your friendly and efficient staff.
December 15, 2025
Reply from Nucleus Financial
Hello Rene,
Thank you for sharing your experience. I'm glad to hear you found us friendly and efficient. Should you need any further help please don't hesitate to get in touch.
Many thanks
Linsey
My request was handled efficiently and…
My request was handled efficiently and courteously; what more to say?
December 14, 2025
Reply from Nucleus Financial
Dear Iain
Thank you for your kind feedback. We’re happy to hear that your request was handled efficiently and courteously. Providing a smooth and positive experience is always our goal, and it’s great to know we met your expectations.
Kind regards
Angela
Sarah was efficient and professional
Sarah was efficient and professional, not flustered with my slow reaction to some of the questions. She helped my fill my form and was extremely patient. I had previously filled them incorrectly so it was such a relief to have her guide me through it
January 2, 2026
Unprompted review
Reply from Nucleus Financial
Hello Pam,
Thank you for taking the time to share your review. It's great to hear Sarah was so helpful , assisting you with your form with patience and care. We'll be sure to share your kind words with her.
Many thanks
Linsey
Answered the phone quick spoke to a…
Answered the phone quick spoke to a human who spoke English ( Chris) and sorted out things straight away and unusual experience!
January 2, 2026
Unprompted review
Reply from Nucleus Financial
Hello David,
Thank you for sharing your review. It's great to hear Chris was able to help you. If you need anything further please don't hesitate to get back in touch.
Many thanks
Linsey
Richard was very helpful to reset my…
Richard was very helpful to reset my password
January 2, 2026
Unprompted review
Reply from Nucleus Financial
Hello Mrs Emans,
Thank you for sharing your review. I'm happy to hear Richard was able to help you get back into your account online. If you need any further help please get back in touch with us.
Many thanks
Linsey
I had problems logging into my account
I had problems logging into my account. Christopher from Nucleus sorted it for me without drama or delay - I have to say I have been with them for many years. Problems are very rare and always solved without fuss.
December 31, 2025
Unprompted review
Reply from Nucleus Financial
Hello Robert,
Thank you for leaving your review. I'm glad to hear that Christopher was able to help you resolve your log in problems. We always aim to make dealing with us as easy as possible, so it's great to know you found your interaction straightforward.
Many thanks
Linsey
Sarah's help.
Sarah's help.
Very impressive! She was SO proactive in getting me back to contact status and with it very charming.An asset to your company!
Iain Hill
December 30, 2025
Unprompted review
Reply from Nucleus Financial
Hello Iain,
Thank you for sharing your review. It's fantastic to hear you had such a great experience with Sarah. We'll be sure to share your kind words with her and the team. If you need anything further please don't hesitate to get in touch.
Many thanks
Linsey
Transactions are easy
Transactions are easy with helpful staff. Nice company to deal with.
December 9, 2025
Reply from Nucleus Financial
Hello Mr Anstee,
Thank you for your kind words. It's great to hear you've had a positive experience with us and that you found us helpful. Please do get in touch if need any further help.
Many thanks
Linsey
Always have given me good service over…
Always have given me good service over many years
December 5, 2025
Reply from Nucleus Financial
Hello Linda,
Thank you for your kind review. I'm glad to hear that you've been happy with the service we've given you. If you need further support please don't hesitate to get in contact.
Many thanks
Linsey
Excellent service
I was helped by a young lady called Sarah. She was excellent in every way. very pleasant and extemely knowledgeable. Sarah dealt with my issue and I am very happy.
December 24, 2025
Unprompted review
Reply from Nucleus Financial
Hello Mike,
Thank you for taking the time to share your experience. It's great to hear that Sarah was helpful and pleasant. We'll be sure to share your kind words with her and the team.
Many thanks
Linsey
Reply from Nucleus Financial
Dear Ruth
Thanks for taking the time to leave us a review on your thoughts, we appreciate it!
Thanks
Emma
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