We’ve simplifed our product charging structure on the Nucleus Platform. There are some changes to the way in which charges are calculated and the dates on which charges are made. Full details are available on our Product pages.
Frequently asked questions
We no longer accept standing orders, except where related to commercial property investments (such as rent and service charge payments). Please change any existing standing orders which aren’t property related, to Direct Debits as soon as possible.
This change will also affect employer contributions made by standing order, and standing order payments made into your product(s) by any other third party. Please therefore make them aware too where appropriate. They should contact their bank to cancel existing standing orders, and then contact us to set up a new Direct Debit.
Yes, we have new product bank accounts and have allocated all our customers' new account numbers – these will replace all previous James Hay member and plan numbers. All payments on the new platform should be made to the new bank accounts, using the new reference numbers. This will particularly apply to any standing-orders or one-off payments. Standing order arrangements will need to be replaced with Direct Debit payments using the new details, except for those relating to commercial property investments. All active Direct Debit arrangements have been changed automatically
We wrote to customers with details of the new bank accounts and product references after the upgrade weekend on 7 and 8 February. You’ll be able to see copies of these letters on the platform and you’ll also be able to find the same details on your client's account.
All customers can now access our new customer portal, allowing them to view their products and make some changes online. Those who already had a James Hay Online account will be guided to register for the new platform when they first login to the new platform. We've written to all customers to make them aware of how to find the new portal and how to register or login for the first time.
Please speak with your Business Development Manager, they’ll be able to provide it. Contact details can be found here.
Copies of our standard rate charges schedules are available on the Letters and T&Cs page of our Customer upgrade support hub.
All products in the scope of this change have been upgraded, including those where a transfer out was in progress. We’ll continue to work to complete the transfer as quickly as possible and we’ll reimburse customers if they’re negatively impacted by any changes in price resulting from the upgrade.
We’ve been working with many providers of back-office software to ensure that data feeds from the new platform will be available.
A small number of existing James Hay products didn't upgrade to the new Nucleus Platform. These are:
- Aviva (Friends Life) scheme
- IPS SIPP
- IPS (2008) SIPP
- IPS Pension Builder SIPP
- IPS Family SIPP
- Partnership SIPP
- Phoenix scheme
- Sarum scheme
We have moved the majority of our James Hay Online customers over to the new platform. We plan to upgrade customers from Curtis Banks and Nucleus Wrap in time.
No, it doesn’t apply to the Nucleus Flexi SIPP (previously known as the James Hay iSIPP) or SIPPs acquired via a life company such as Aviva.
Yes, we’re pleased to share that Family linking is now available. This feature enables customers to have their plans linked with those of immediate family members so they can benefit from a reduction in platform charges (on-platform assets only).
Please note: For family linking to apply, accounts must be in the same proposition and under the same advice firm, on an advised-only basis.
Please speak with you Business Development Manager for more details.
Adviser charges (initial, regular and ad hoc) will normally be paid together monthly, four business days after the BACS processing date (25th of the month). If this falls on a non-business day, the processing and payment dates will be moved forward. View our 2026 fees payment calendar.
Yes, details of your firm are ready for you on the new platform, based on our current understanding of your structure. There are more options available for setting up different user levels for your organisation, so if the initial set up doesn’t look quite right, it can easily be changed - Read more.
All customers pay an annual platform charge which is either a fixed fee, a percentage of assets or a combination of both. Your client may pay other charges depending on the products they have, the assets they trade in and specific events.
On the new platform, we’ve simplified our pricing, to make it easier to understand the charges your clients pay, and details are set out in the new charges schedule we sent them. Many customers will pay less and some will see an increase.
If you’d like help to understand the charges, please get in touch with us and we’ll be happy to assist.
Most of our customers will now pay around the same on the new Nucleus Platform as they did on the James Hay platform. Some have had a reduction and a small proportion experienced an increase due to the nature of their investment choices.
Where can I find the charges schedules?
You can view standard rate charges schedules either on the:
- Customer upgrade support hub – visit the Letters and Ts&Cs page, or on the
- Literature section of the products pages on our website.
As you’d expect, we worked hard to make sure our customers were aware of the systems upgrade and how it affects them. We sent a series of letters and created a dedicated Customer Upgrade Support page. You can find out more on the Keeping your clients up-to-date section of our Platform upgrade news. We’ve suggested that it would be helpful for customers to contact their financial adviser if they have any questions about the upgrade.
If your client wishes to transfer a SIPP from another provider in-specie, assets will not be available on their account until the whole transfer (all assets received) has completed.
We've made a multi-million-pound investment in upgrading our service to you and your clients. We now offer an improved investment platform, built on the latest technology from our partner FNZ, that no other adviser platform currently has access to. It provides:
- A wider range of products, so you have more choice for your clients
- Simplified pricing, to make it easier for them to understand the charges they pay
- A better and more responsive service, and more user-friendly technology
View our platform comparison guide.
Log into James Hay Online as usual at www.jameshay.co.uk/portal using your existing login details. You’ll then be guided through the process to register for and start using the Nucleus Platform.
If you're an adviser firm user, access can be set up through your firms' master user.