Service status

Please check below for important service status updates for the new Nucleus Platform.

Known issues

Issue	Current status	Latest update
Bank account names - for payments into products	New bank accounts are in place for client payments into products on the new Nucleus Platform. We advise you and your clients of the details to use when making payments to us on relevant screens in the online journeys and in a confirmation letter. We’ve noticed some banking apps are more sensitive than others when typing in the payee name online, so alternative names may be suggested by the bank, or in some extreme instances, the name may not be recognised and it errors. We’ve made a change to remove this potential problem, but these new names aren’t yet appearing on the web screens or letters. These are the names you and your clients should use: James Hay Pension Trustees Limited for SIPP payments Nucleus Financial Services Limited for ISA, GIA and Offshore Bond payments We expect the letters and web screens to be fixed during September.	28 July 2025
Investment Manager payment timing	Our same day payment facility is not currently available. Payments will be made the following day while the issue is resolved.	28 July 2025

Issue

Current status

Latest update

Bank account names - for payments into products

New bank accounts are in place for client payments into products on the new Nucleus Platform.

We advise you and your clients of the details to use when making payments to us on relevant screens in the online journeys and in a confirmation letter.

We’ve noticed some banking apps are more sensitive than others when typing in the payee name online, so alternative names may be suggested by the bank, or in some extreme instances, the name may not be recognised and it errors.

We’ve made a change to remove this potential problem, but these new names aren’t yet appearing on the web screens or letters. These are the names you and your clients should use:

James Hay Pension Trustees Limited for SIPP payments
Nucleus Financial Services Limited for ISA, GIA and Offshore Bond payments

We expect the letters and web screens to be fixed during September.

28 July 2025

Investment Manager payment timing

Our same day payment facility is not currently available. Payments will be made the following day while the issue is resolved.

28 July 2025

Planned service and maintenance updates

Upcoming 2025 public holidays and opening hours:

Wednesday 24 December: 09.00 – 12.30
Thursday 25 December: Closed
Friday 26 December: Closed
Wednesday 31 December: 09.00 – 12.30