Service status

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

Known issues

Bank account names - for payments into products 

Last updated : 28 July 2025

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

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

More information >


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 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. 

Planned service and maintenance updates

Upcoming 2025 public holidays and opening hours:

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