Although our brand name is changing from James Hay to Nucleus, the James Hay Pension Trustees legal entity will continue to be responsible for pension funds placed with us, so you’ll continue to see this name.
Frequently asked questions
The platform upgrade and new branding are part of our wider strategy to grow our business and improve the online service we offer.
The upgrade of products to new market leading technology required us to establish new client numbers and will be an important component of our improved service.
Our support pages are designed to help you with using the new platform. They contain information about our products, charges and investments as well as a suite of guides and tutorials. You can also register for our live training webinars. If you have any other questions, please speak with your usual Nucleus contact or our Customer Service Centre on 03455 212 414 or via email at ask@nucleusfinancial.com.
All customers included in the upgrade have been set up on the new platform with the paper-based communication option. This preference can be updated on the platform at any time.
However, all new customers that join after the upgrade will have electronic communication as the default – again, this preference can be updated if required.
This terminology is consistent with our literature and website.
Now we have upgraded to the Nucleus Platform, updated Terms and Conditions will apply. If your clients don’t wish to change to our new terms for any reason, they have the option to transfer out. If your client chose to transfer out their proucts before upgrade but the transfer was not complete in time before the upgrade, we’ll reimburse customers if they were re negatively impacted by any changes in price resulting from the upgrade.
We no longer apply exit fees when a customer chooses to leave any of our products. Charges for transferring a property do, however, continue to apply.
Copies of the letters sent to your clients can be found here.
New Adviser Terms of Business will now apply for all business placed on the Nucleus Platform. Our existing Terms of Business will apply for all products that remain on James Hay Online. We won’t require a signature from you for this change. Terms of business have been sent through the adviser upgrade support newsletter. You can also find a link on our website.
Most customers will pay much the same on the new platform as they previously paid. Some may pay a little less. A small proportion of our customers who have complex products may pay more.
No – new Terms of Business and a new Remuneration Policy will apply for business placed on the Nucleus Platform. We sent you a copy of these in our January 2026 mailing. Under them you’ll be working with Nucleus Financial Services Limited.
The first time you use the new Nucleus Platform you’ll be asked to read and agree to our online Terms of Use. You’ll also be asked to confirm you agree to abide by our new Terms of Business when using the platform.
No, they won’t change.
No it won’t. Their charges schedules states this.
The dates for all regular payments out will remain the same, however payments will be triggered on the payment date and will clear in the receiving account within three working days. This is different from the previous position, where payments were triggered shortly before the payment date. If required, you can change the date for future payments to any day from 1 – 28th of the month on the new platform.
We’ve made some changes to our company structure which means that some payments will be sent from different bank accounts. More information can be found on our upgrade news page.
All customer correspondence and statements will now be sent directly to customers. It won't be possible for a customer to choose for correspondence to be sent to an adviser or other third party. If this is a service you currently offer to your client, please make them aware of this change and ensure their address details are up to date.