Nucleus Financial

"It has been several weeks since I escalated my complaints regarding funds that they continue to withhold. Despite numerous calls and repeated assurances that assistance would be provided, no payment has been received. To date, I have not been given a clear explanation as to why money that has been owned for months remains unpaid. My experience with # gcasco...# has been fairly straightforward. I have been able to make withdrawal requests without encountering unnecessary obstacles, and the process has generally been handled as expected."

"Am still waiting for my draw down payment. Was told it would be last Wednesday, nothing. A week has passed no word from them. Now told it might be next Wednesday two weeks later. They had my request in early May but just sat on it, found out my bank details I sent them had not arrived? But failed to inform me. I have requested Fisher find me an alternative financial company as it looks like they are disorganised. Staff were generally polite though but no one could give me a pay out date?"

"Efficiency and promptness of your staff."

"My SIPP and Stocks and Shares were moved by James Hay to Nucleus . I truly wished that I’d moved to another provider before that happened. As soon as my resources were moved over I initiated transfers to other providers with the ISA transfer requested at the end of January. More than 15 weeks later I’m still in limbo and have no idea when this will be completed and am terrified that mistakes will be made that will result in losses to me. A complaint about this registered in March still hasn’t been resolved and no timescale for resolution has been indicated. Those serving the telephone line are all polite and helpful but can take no action to make things happen. Twice they’ve ’escalated’ my transfer but to no effect. A consequence of registering my complaint has been that someone within the organisation decided that the original transfer request must be a duplicate and incorrectly closed it with the assumption that the transfer would be completed via the complaints process. Everything seems to be out of control and terrifying as my SIPP and Socks & Shares ISA dominate my retirement income. I just want my transfers to be complete without errors so that I will not have to deal with Nucleus again. Two weeks on and the promise from Emma below that someone would be in touch unfulfilled. Further update 05/06/2026. Still waiting for this transfer to be complete. Two weeks after the receiving organisation requested an enabling action by Nucleus, that action has not been undertaken. The call-back promised below by Emma still hasn’t happened. My formal complaint regarding this transfer that I submitted on March 17th is un-answered."

"After emailing you, with a question regarding my account, all i got back was this asking how you did with my inquiry, without any answer"

"Firstly I would like to say that the staff I have spoken to ( many times) have been nothing but polite and have tried their hardest to be helpful, and deserve credit for that. However it is now it is now 4 months since they should have made a payment to me, notwithstanding I am on their vulnerable list following hospitalisation. They have offered and transferred agreed compensation, but not the sum originally requested, of which they had notice in December 2025. Twice before February 2026 at my request I was told everything was in order and no further information was required - which they have acknowledged as true. Today they tell me they have difficulty making overseas transfers even though they are transferring to a sterling account. The inefficiency of their system and the absence of communication is appalling."

"I would give this company zero stars if I could. My husband has been waiting since September 2025 to have his funds transferred to another provider from previously James Hay, and now Nucleus. Ring them weekly same old response - no managers available no idea of timescale. Absolutely useless company . Feel sorry for the poor admin who are left to bull shit everyone trying to get information about their investments. DO NOT USE THIS COMPANY! A formal complaint was sent to nucleus on the 28th April, 2 responses received staying they haven't been able to provide a full response. Don't hold out much hope they'll resolve anything within the 8 weeks time period so will definitely be escalating this to the ombudsman at the end of this month. Can't believe you have to wait 8 weeks when a company holds money you desperately need to live in ."

"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 been excellent, on the few occasions I have needed to call. Today Hannah was especially helpful. thank you"

"Transfer out information provided to the new scheme was incorrect and subsequent complaint remains outstanding."

"They do not carry out your inatructions Very poor responces for information on your sipp investments."

"Complete Company Failure Do Not Invest.Leave if you can. Today Nucleus failed, again, to pay my monthly pension. More stress, and no money to cover bills. This is happening repeatedly. I have already rejected a derisory offer of compensation from an earlier formal complaint. I strongly suggest ALL complainants contact their local and national media, as Nucleus is abusing clients large scale; probably causing millions of pounds to go astray. I suggest a class action, and that all investors caught in this meltdown contact the FCA when timescale permits. The Chairman, Executive Board and Remuneration Committee of this company must be held accountable. If they are receiving any form of bonus, L tip, options or pension top ups, this must be stopped. Profits this year should be used to compensate clients not management. They are abusing the mental and fiscal wellbeing of clients. Stop them."

"My experience was NOT great - in fact the opposite. Nucleus insist on passing their responsibility to provide valuations and other policy info back onto the financial adviser - the entity that provides them with their business in the first place. No other company I deal with in obtaining policy info takes this stance and it thoroughly upsets the advisers. Even when there is not a financial adviser involved they grumble about performing their responsibility and take an age to perform it."

"We sent a secure message request on 23rd January, we have chased every month since and despite the initial acknowledgement have had no further response from you. Today we tried calling, you would not put the call through to the relevant department, would only take a message, which would take 10 working days to respond, despite us already waiting over 4 months."

"I started my tax return for 25/26 year. I needed my tax certificate from Nucleus and sent a request but email. To my surprise the response stated, fairly bluntly, that since I had a financial advisor, I should ask him!"

"Your customer representative (Martha) was excellent, she explained that there would be some delay in receiving the funds from my drawdown account with Equilibrium."

"Complaint not resolved after many weeks. Nucleus are a shambles. Do NOT use. They employed good complaints handlers. But the key staff to action work are just not there. I rejected a paltry offer of compensation for their errors weeks ago. I have heard nothing in reply. The website is lousy. Staff systems have failed. Senior management counting their loot. The company is making vast profits: and will make more post merger because they have not staffed properly. This is a good example of failing Britain. Strip/ Shaft/ run. Get out if you can . Its hard because many other providers do not offer the hybrid self manage option. A cynic might suggest Nucleus WANT self op clients to quit because they generate low return. I only wish I could use the strongest anglo saxon expletive here - but I obviously will not!!!!! Utter bilge."

"Very Poor. We are now over 8 and a half months wait after request to James Hay now Nucleus, to transfer my pension money to an assurance company for an Annuity. Communication: Poor. Action: Poor. Interest (as in concern) V. Poor. We are going for 9 months wait now. I’ll let you all know…."

"Great contact staff but organisation awful . queries passed to other departments. Dont hear back. No interest in escalating a problem in order to find a solution. Entire company is dumbed down, AJ Bell could teach them customer service. sweet promises of customer care on recorded messages are empty"

"its been several weeks since i escalated my complaints that this company is holding onto funds my 89 year old mother desperately needs yet despite the multiple calls with empty promises of help offered still no money has been sent. i have not been offered a single reason why this company have not sent the money owed months ago the promise of a manager calling to assist has never materialised i cannot strongly suggest having nothing to do with this company based on this pitiful situation they have created"