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.
Really helpful and sorted out my…
Really helpful and sorted out my problem quickly and efficiently.
December 22, 2025
Unprompted review
Reply from Nucleus Financial
Dear Sandy
Thanks for taking the time to leave us a five-star review. We really appreciate it!
Kind regards
Emma
Reply from Nucleus Financial
Hello Andy,
Thank you for taking the time to leave your review. I'm very sorry your experience wasn't positive. We were alerted to an issue where our invites temporarily referenced a 'recent purchase'. Please accept my apologies for any confusion or concern this caused, we've taken steps to rectify the issue. If you've any questions please don't hesitate to contact us.
Many thanks
Linsey
Sarah was very helpful front the start
Sarah was very helpful front the start, she solved my access to Go very quickly. It was a joy to communicate with her.
December 19, 2025
Unprompted review
Reply from Nucleus Financial
Dear Michael
Thanks for leaving us a review.
We're so pleased to hear Sarah was able to support you with your Nucleus Go access. We'll be sure to pass your kind feedback onto her!
Kind regards
Emma
Professional
Christopher enabled my initial experience to be smooth, reassuring and efficient. A calm knowledgeable voice.
December 16, 2025
Unprompted review
Reply from Nucleus Financial
Hello Margot,
Thank you for your kind words. It's great to hear Christopher was able to help you. If you need further help please don't hesitate to contact us.
Many thanks
Linsey
Letter received about reviewing my…
Letter received about reviewing my accounts. Called Nucleus Go and with help from Christopher matter was quickly resolved and access to accounts sorted😁
December 17, 2025
Unprompted review
Reply from Nucleus Financial
Hello,
Thank you for taking the time to leave this review. It's good to hear Christopher was able to quickly help you.
Many thanks
Linsey
A Swift Resolution
I telephoned Nucleus because I did not appear to have received the letter to enable me to register access to my account online. I spoke to Hannah who talked me through the registration process and everything was resolved to my satisfaction. Hannah's telephone manner was exemplary. She spoke clearly and was very patient and reassuring.
December 17, 2025
Unprompted review
Reply from Nucleus Financial
Hello Jonathan,
Thank you for sharing your feedback. We’re delighted to hear that Hannah was able to resolve your query and guide you through the process so effectively. We’ll make sure your kind comments are passed on to Hannah and the team.
Many thanks
Linsey
Always available and helpful
Always available and helpful - Christopher was friendly and efficient
December 16, 2025
Unprompted review
Reply from Nucleus Financial
Hello Susan,
Thank you for your review. It's great to know your experience with us was positive and that Christopher was able to help.
Many thanks
Linsey
Helpful and efficient advisor
Helpful advisor Christopher dealt with my query efficiently.
December 16, 2025
Unprompted review
Reply from Nucleus Financial
Hello Clive,
Thank you for taking the time to share your review. It's good to know Christopher was able to help you. If you need anything further please don't hesitate to get in touch.
Many thanks
Linsey
Christopher was helpful in getting me…
Christopher was helpful in getting me started with Nucleus, I hope this company continues to be helpful.
December 15, 2025
Unprompted review
Reply from Nucleus Financial
Hello Amanda,
Thank you for sharing your experience. I'm pleased to hear Christopher was able to help you get started. If you need further help please don't hesitate to get in touch.
Many thanks
Linsey
Excellent Customer Service
My call to Nucleus was answered swiftly and my query resolved quickly by Hannah in just a few minutes.
December 16, 2025
Unprompted review
Reply from Nucleus Financial
Hello,
Thank you for taking the time to share your kind review. It's great to hear Hannah could help you quickly.
Many thanks
Linsey
Excellent service from Simone
December 16, 2025
Unprompted review
Reply from Nucleus Financial
Hello Moira,
Thank you for your kind words. I'm glad Simone was able to help you and you had a positive experience.
Many thanks
Linsey
Pension Query
I required to discuss a matter with regard to my pension, and I spoke to Sarah who was very pleasant and professional. I felt very reassured at the end of the conversation especially as she explained everything to me in detail.
Thank you Sarah for a great service
December 12, 2025
Unprompted review
Reply from Nucleus Financial
Hello Felicia,
Thank you for leaving your review. It's great to hear Sarah was so helpful and provided you with everything you needed. We'll be sure to pass on your kind words to her and the team.
Many thanks
Linsey
Very experienced pension advisor took…
Very experienced pension advisor took my call and dealt with my matter in a timely manner
November 21, 2025
Reply from Nucleus Financial
Hello,
Thank you for sharing your experience. I'm glad we could help you and resolve your query.
Many thanks
Linsey
The help I received from Richard was…
The help I received from Richard was first class.
His patience and understanding made it a much more pleasant experience than I expected
Many thanks
December 10, 2025
Unprompted review
Reply from Nucleus Financial
Hello Pete,
Thank you for leaving your review. It's great to hear Richard was able to help you with empathy, making you experience positive. If you need further help please don't hesitate to reach out.
Many thanks
Linsey
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
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