A small number of existing James Hay products are not upgrading 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
Frequently asked questions
Once we’ve launched the new platform, we’ll initially move the majority of our James Hay Online customers over to it. After that, we plan to upgrade customers from Curtis Banks and Nucleus Wrap to it as well.
Most of our customers will pay around the same on the new Nucleus Platform as they currently do now. Some will have a reduction and a small proportion will experience an increase due to the nature of their investment choices.
Where can I find charges schedules for current James Hay products?
After 6 April copies of current James Hay charges schedules, updated for AWE, will be available, with the new Nucleus Platform charges schedule attached to it. Your Business Development Manager will be able to provide you with a copy.
You can view standard rate charges schedules either on the:
- Customer upgrade support hub – visit the Letters and Ts&Cs page, or on the
- James Hay website in the Product literature section.
Yes. In the letter we sent in August 2024 which contained a Key Changes Summary document, we also flagged that a copy of the related Terms and Conditions is available on our Customer upgrade support hub. We’ve since made a few changes to these Ts&Cs, and this is what we refer to in our latest letter.
Full details of these recent updates are available to view on the Letters and Ts&Cs page, and also on the cover page of the Ts&C document itself.
We’re simplifying our product charging structure as part of the upgrade. 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 Products page.
No, unfortunately we can’t do that, due to the logistics involved in the mailing process. However, we will support your firm if you wish to issue your own supplementary communications to help position.
Not all customers currently have a James Hay Online account, so we weren’t able to use this message in our mailing. However, if your client does, then feel free to suggest that to them.
Please speak with your Business Development Manager, they’ll be able to provide it.
Copies of our standard rate charges schedules are available on the Letters and T&Cs page of our Customer upgrade support hub.
Advisers won't be able to place any instructions within the restricted trading period. Full details of the deadlines will be available on the 'Platform upgrade news' / 'Key dates and actions' page of our Help Hub in advance. We've written to your clients to make them aware and will write again to confirm specific deadline dates ahead of the restrictions.
Copies of the template letters will be available for advisers to view ahead of the mailings via this Help Hub. We’re also going to send an email to advisers ahead of each of the customer mailings, to share these letters. You can see all product specific versions of the first mailing pack on our Letters and Terms and Conditions page.
Copies of client specific letters will be uploaded to James Hay Online shortly after the mailings are issued. They’ll also be available on the Nucleus Platform after the upgrade.
No, it doesn’t apply to the James Hay iSIPP (which will become Nucleus Flexi SIPP) or SIPPs acquired via a life company such as Aviva.
As you’d expect, we’re working hard to make sure our customers are aware of the systems upgrade and letting them know how it affects them. This includes sending a series of letters and providing 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.
To log into your online account, please follow these steps:
- Visit James Hay Online at jameshay.co.uk/portal
- Enter your login details (username and password)
- Select “Log In”
If you’re unsure of your username and password, please call our team on 03455 212414 and we’ll be able to assist.
If you have a James Hay Online account which you’ve used in the last 12 months, then a new account will automatically be set up for you on the Nucleus Platform. You won’t be able to access the platform until after the upgrade weekend. After the upgrade, you’ll only be able to see details of your clients’ accounts on the Nucleus Platform – the information will no longer be available from James Hay Online.
The first time you log in, you’ll be asked to enter your existing login credentials which will be used to verify your identity. You’ll then need to set up new details. If you don’t have an active James Hay Online account, you’ll need to register as a new user.
We're making a multi-million-pound investment in upgrading our service to you and your clients. We’ll soon have an improved investment platform, built on the latest technology from our partner FNZ, that no other adviser platform currently has access to. It will provide:
- 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
We’re sending a series of platform upgrade newsletter emails to advisers with active James Hay Online accounts and to all adviser firms centrally. Each will highlight a number of the changes to expect, and things you may want think about at each point in the run up to the upgrade. The newsletters will link to this Help Hub. Here you'll find full details and the latest on key dates. If you haven’t received an email and would like to, please let us know by contacting your Business Development Manager.
If you haven’t accessed your account in over 12 months, you won’t now be able to access it for security reasons.
Please call our team on 03455 212 414 for assistance. They’ll take you through the security checks and reinstate your access.
We'll do our best to avoid changing the date once we've notified you of it. However if we do need to, we'll notify advisers and write to customers again confirming the new expected dates and what it means for the changes to our standard service.
We sent customers their specific charges schedule last year so they have details of the fees that will apply to them. Because we’re changing our overall approach to charging when we upgrade customers to the Nucleus Platform, we want to be transparent about the changes.
Where customers benefit from a special deal that has been negotiated by their adviser’s firm, they were sent that version. That information is not shared publicly.