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.
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.
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.
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).
- Click “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.
For most customers, our new integrated trading function will be the only option for trading. We expect this to be a simple and efficient way of managing your client’s trading needs. Where James Hay customers have existing accounts with EQi or Stocktrade, these will still be available with the single sign-on option retained. The platform will represent holdings with EQi or Stocktrade as a single asset line – details of asset holdings will be with these companies.
Read more on our Investments page.
Customers with James Hay Modular iPlan products will see a few changes after the upgrade. Products are being renamed, and new features will become available. The point-of-sale literature for these products has been updated to reflect this. Customers with James Hay Wrap or Private Client SIPP products will be moved from these products to our new Nucleus Modular iPlan. For this group of customers, the literature for their new products will also be available on James Hay Online initially, then the Nucleus Platform after the upgrade.
In general, we’re retaining existing product features for upgrading customers, although some options won’t be available to new customers. Read more in our Platform upgrade news. You can view the Key Changes Summary documents for each product on our Customer upgrade support page.
Customers who are part of the upgrade will retain investment options that they’re currently using, although some asset types won’t be available for new investments. The current Select and Collect funds will be replaced by a competitively priced and wider range of platform assets, including a large range of UK ETIs.
All products in the scope of this change will be upgraded, including those where a transfer out is in progress. We’ll continue to work to complete the transfer as quickly as possible and we’ll reimburse customers if they’re negatively impacted by any changes in price resulting from the upgrade.
We've shared details of when trades will need to be completed ahead of the upgrade - please refer to our 'Changes to standard service' flyer for details. If there's an issue or delay that means the trade may not settle before the upgrade we'll ensure your assets are moved over as if they were settled in time.
We don’t have a date for that yet. We’ll share our plans with you as soon as we can.
The new platform will first be live for new business, via a soft-launch with a small number of pilot users in the months ahead. This will ensure as smooth a take-up as possible when we rollout to all our users.
Following extensive testing, dry runs and dress rehearsals, the next big milestone is when we move the majority of existing James Hay Online customers onto the new platform.
As part of the upgrade, you’ll be able to see all transactions from the past five years on the new platform. You won’t be able to see your clients’ product history on James Hay Online after the upgrade.