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Get in touch adviser

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If you're a directly regulated, multi-disciplined firm and keen to develop your business, we'll be a great match for you.
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Contact Us

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Our commitment to making retirement more rewarding

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Our commitment to making retirement more rewarding

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Searching for information prior to the James Hay, Nucleus acquisition?

Read our relevant product information

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Nucleus Logo

Nucleus wrap launched in 2006 and is our financial planning platform for smaller and medium-sized advice firms.

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James Hay Online was established in 1983 and is our retirement platform for larger financial advisory businesses.

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Countdown Purple

Assets under management
£46bn
Capital in business
150k

Customers

4 awards won in 2021

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Assets under management
£46bn
Capital in business
150k

Customers

4 awards won in 2021

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John Doe   •    Job title

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See contact details in People directory

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Financial advice means peace of mind

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Nucleus understands that your privacy and the security of your personal information is extremely important. This notice sets out what we do with your information, how we secure it, how we collect it, and from where, as well as your rights in relation to the information we hold about you.

This privacy notice tells you what to expect us to do with your information when you contact us or use one of our services.

This privacy notice will also apply to children under the age of 18 where we hold data provided to us by their parent or legal guardian who have made an application on their behalf to establish an account, or where the child is the beneficiary of a product we provide.

If you follow a link from our websites, applications or services to another site or service, this privacy notice will no longer apply. We are not responsible for the information handling practices of third-party sites or services, and we encourage you to read the privacy notices appearing on those sites or services.

This notice is layered so you can easily jump to the section you need.

We’ll tell you

  • Who we are
  • How we collect your information
  • How we will use your information
  • What information we will use
  • Why we can process your information
  • When we might share your informaton
  • What happens if we share your information to another country
  • How long we keep it for
  • What your rights are
  • How to make a complaint

When we say “we”, “us”, or “Nucleus” in this policy, we mean the companies in the Nucleus Group shown in the table below:

NucleusJames Hay PartnershipCurtis Banks GroupTalbot and Muir
  • Nucleus Financial Platforms Limited
  • Nucleus Financial Group Limited
  • Nucleus Financial Services Limited
  • James Hay Administration Company Limited
  • James Hay Wrap Managers Limited
  • James Hay Services Limited
  • The IPS Partnership Plc
  • IPS Pensions Limited
  • Curtis Banks Pensions (a trading name of Suffolk Life Pensions Limited)
  • Suffolk Life Annuities Limited
  • Curtis Banks Limited
  • Curtis Banks Group plc
  • SLA Property Company Limited
  • Talbot and Muir Limited
  • The Pensions Partnership Ltd
  • T M Trustees Ltd
  • Oval Trustees Ltd
  • The Ward Mitchell Trustees Ltd
  • SAM Trustees Ltd
  • MYSIPP Trustees Ltd
  • MYSSAS Trustees Ltd
  • Pensions Partnership SSAS Trustees Ltd
  • Pensions Partnership SIPP Trustees Ltd



Curtis Banks Pensions, Suffolk Life Annuities and Curtis Banks are part of Curtis Banks Group Limited which also includes SLA Property Company Limited and associated companies (“the Curtis Banks Group”), any of whom may act as Data Processors.

Talbot and Muir Ltd act as data processor for Talbot and Muir Ltd, T M Trustees Ltd, Oval Trustees Ltd, The Ward Mitchell Trustees Ltd, SAM Trustees Ltd, MYSIPP Trustees Ltd and MYSASS Trustees Ltd, Pensions Partnership SIPP Trustees Ltd and Pension Partnership SSAS Trustees Ltd.

Nucleus is the controller of the personal information we process, unless otherwise stated.

Our postal and email addresses are:

Data Protection Officer
Nucleus Financial Platforms Limited
Greenside
12 Blenheim Place
Edinburgh
EH7 5JH

dataprotection@nucleusfinancial.com

Nucleus statement

View and download the Nucleus copy of the Modern Slavery Statement.


Curtis Banks statement

View and download the Curtis Banks copy of the Modern Slavery Statement.


Curtis Banks Group 2023 reports


Download a copy of the Board Diversity Report now.


Download a copy of the Suffolk Life Gender Pay Gap Report now.


Download a copy of the Curtis Banks Gender Pay Gap Report now.


Keeping you informed 

We're here to support you and your clients every step of the way, ensuring the upgrade is as smooth as possible.

To keep you informed, we’ll be sending you a series of emails as the upgrade approaches, highlighting all the essential information you need as we prepare for the future on the new platform. Please look out for them and take time to read as they’ll help you get ready for the upcoming changes.

Keeping your clients up-to-date

We’re going to send your upgrading clients a series of letters – as outlined below. We’ll let you know in advance when they’ll receive them.

Big picture

Introduces the upgrade. This letter includes a Key Changes Summary and new Charges Schedule, to help your clients understand what the change means for them.

When?

To be sent in the second half of August 2024.

Key dates

Will confirm the upgrade date and share changes to our standard service in the weeks before it. We'll also flag that updated terms and conditions apply.

When?

To be sent eight weeks before the upgrade date.

Upgrade complete

Will confirm your client's new customer number, product bank account number, product references and how to get started on the Nucleus platform.

When?

To be sent approximately a month after the upgrade completes.


With the first letter we'll include a key changes summary document and new charges schedule, and signpost to further support materials online. These have been tested with customers and are expertly designed to help your clients understand what the change means for them. However, they may naturally want to check some of the details with you - so we’ve suggested they speak to you in the first instance.

If you’d prefer they contact us, that’s ok too - our contact details are on all our communications.

You’ll also be able to view what we’ve sent to your clients on James Hay Online shortly after each letter has been posted.

Examples of letters and documents

You can view templates of the first mailing pack, including Key Changes Summary documents and new Charges Schedules for upgrading customers.

Guiding your clients through the process

To make this upgrade as smooth as possible for your clients, we'll be directing them to our dedicated customer upgrade support web page

This online hub will be their go-to resource for all the information and support materials they need before and after the upgrade.


Key dates

In the days before the upgrade, there’ll be some changes to our standard service – this is to ensure the upgrade will be as smooth as possible. We’re keeping these to a minimum and hope they don’t inconvenience you too much. These services will be restored on the Monday after the upgrade weekend.

We’ll let you know the upgrade date and timeline for each process deadline soon, but to help you in the meantime, we can confirm that these process restrictions will not start before 24 November 2024

We'll add alerts to James Hay Online to highlight the upgrade dates and service interruptions. We expect James Hay Online to be unavailable over the upgrade weekend

Please note, some requests we receive after these dates cannot be accepted and you’ll need to resubmit after the upgrade and onto the new Nucleus Platform.


ProcessPlease note
Starting ten days before the upgradeSwitch

No switch instructions will be accepted via your online account or a paper form for:

  • Managed Portfolio Service (MPS) – from ten business days before the upgrade date
  • Investment Centre (IC) – from eight business days before the upgrade date
  • Off platform/external investments* – from five business days before the upgrade date

If you’re unsure which investments apply to you, please speak with your financial adviser or contact us.

Five days before the upgradeBuy/sell

No instructions to buy or sell investments will be accepted via your online account or a paper form five business days before the upgrade date.

If you experience difficult financial circumstances over this period and need to access your money, please contact us on 03455 212414.

Two days before the upgradeNew Direct Debits

All Direct Debit instructions received by two business days before the upgrade will be set up on James Hay systems and be reflected on the new Nucleus Platform following the upgrade. We can’t guarantee that instructions received after this date will be complete before the upgrade.

If a payment date is missed, that payment will be collected as an ad hoc contribution on the Nucleus Platform eleven business days after the upgrade.

Two days before the upgradeIncome Payments

New income payments can be instructed up to two business days before the upgrade. Regular income payments will be made as usual before the move.

After the upgrade, income payments will be made on the payment date itself (rather than 2-3 days earlier). Unless the date falls on a weekend or bank holiday, in which case it should be received on the last business day before.

You’ll be able to make changes onto the new Nucleus Platform from the Monday following the upgrade weekend.

Two days before the upgradeIncomes changes

You’ll be able to make a change to your existing income payments up to two business days before the upgrade.

After this date, you’ll make the changes onto the new Nucleus Platform from the Monday following the upgrade weekend.

During the upgrade weekendGeneral

James Hay Online will not be available after 5pm on the Friday before the upgrade weekend.

The Nucleus Platform will be available from 9am on the Monday following the upgrade weekend.

Six days before the upgradeDownload documentsData on your account activity for the last five years will still be available online after the upgrade. If you want to keep a record of data before that time, please go onto James Hay Online before the upgrade and download it.


*External investment options available in addition to the choices you have available on our platform. These vary by product and may include investment managers, or the direct purchase of permissible assets not held on our platform.

Temporary changes to our service

In the days before the upgrade, there’ll be some changes to our standard service – this is to ensure the upgrade is as smooth as possible. We’re keeping these to a minimum, and hope they don't inconvenience you too much.

We’ll write to you to confirm the upgrade date and timeline for each process deadline, but to help you in the meantime, we can confirm that these process restrictions will not start before 24 November 2024

If you and your adviser wish to perform some or all of the restricted processes in the months between now and the upgrade, we’d appreciate your help in planning your activity accordingly.

Please note that some requests we receive after these dates cannot be accepted and you’ll need to resubmit after the upgrade and onto the new Nucleus Platform.


ProcessPlease note
Starting ten days before the upgradeSwitch

No switch instructions will be accepted via your online account or a paper form for:

  • Managed Portfolio Service (MPS) – from ten business days before the upgrade date
  • Investment Centre (IC) – from eight business days before the upgrade date
  • Off platform/external investments* – from five business days before the upgrade date

If you’re unsure which investments apply to you, please speak with your financial adviser or contact us.

Five days before the upgradeBuy/sell

No instructions to buy or sell investments will be accepted via your online account or a paper form five business days before the upgrade date.

If you experience difficult financial circumstances over this period and need to access your money, please contact us on 03455 212414.

Two days before the upgradeNew Direct Debits

All Direct Debit instructions received by two business days before the upgrade will be set up on James Hay systems and be reflected on the new Nucleus Platform following the upgrade. We can’t guarantee that instructions received after this date will be complete before the upgrade.

If a payment date is missed, that payment will be collected as an ad hoc contribution on the Nucleus Platform eleven business days after the upgrade.

Two days before the upgradeIncome Payments

New income payments can be instructed up to two business days before the upgrade. Regular income payments will be made as usual before the move.

After the upgrade, income payments will be made on the payment date itself (rather than 2-3 days earlier). Unless the date falls on a weekend or bank holiday, in which case it should be received on the last business day before.

You’ll be able to make changes onto the new Nucleus Platform from the Monday following the upgrade weekend.

Two days before the upgradeIncomes changes

You’ll be able to make a change to your existing income payments up to two business days before the upgrade.

After this date, you’ll make the changes onto the new Nucleus Platform from the Monday following the upgrade weekend.

During the upgrade weekendGeneral

James Hay Online will not be available after 5pm on the Friday before the upgrade weekend.

The Nucleus Platform will be available from 9am on the Monday following the upgrade weekend.

Six days before the upgradeDownload documentsData on your account activity for the last five years will still be available online after the upgrade. If you want to keep a record of data before that time, please go onto James Hay Online before the upgrade and download it.


*External investment options available in addition to the choices you have available on our platform. These vary by product and may include investment managers, or the direct purchase of permissible assets not held on our platform.

Our online platforms make it easy for you and your adviser to manage your savings and investments securely and efficiently.