To log into your online account, please follow these steps:
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:
We’re sending a series of platform upgrade newsletter emails to advisers with active James Hay Online accounts. 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.
We also recently hosted a webinar for 500+ advisers to walk them through our plans and are engaging directly with our key account firms.
We’ve sent an additional letter in September 2025 to customers that have joined us since the previous letters were sent, along with any customers we have an updated address for. Please note, customers may receive a separate letter pack for each product they’ve taken out. We’ll also write to customers who’ve moved adviser or changed product to ensure they have up to date information before the upgrade.
We’ll automatically set up any active Direct Debits for them on the new platform. If they have a Direct Debit that is currently paused (inactive), they'll need to arrange for it to be set up on the new platform when they want payments to restart. Where we're able to set up their Direct Debit for them, their bank may also notify them independently.
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.
There’s no annual administration charge for platform assets any more. The relevant module fees will cover your administration costs.
The Annual Administration Charge currently applies for the James Hay Modular iPlan (£235 p.a.) and our James Hay Private Client SIPP (£455 p.a.).
On the Nucleus Platform, our standard rate tiered platform charge will be:
| Tier | Modular iPlan / Flexi SIPP |
| First £500,000 | 0.27% p.a. |
| Next £500,000 | 0.175% p.a. |
| Over £1 million | 0.05% p.a. |
It will be calculated daily and payable monthly on the plan anniversary (ie the date the your client opened their product).
Pricing will be more specific to product and customer choice, reflecting the modules of investment your clients use. Some of the key changes are:
Since we wrote to your clients in August 2024, we’ve made some further updates to our terms and conditions. In our April 2025 letter to James Hay Modular iPlan, Private Client SIPP and Wrap customers we highlighted:
“If you hold any Whole of Market assets in your ISA, GIA or Wrap Investment Portfolio that are classed as ‘funds’, your adviser will trade them through our platform after the upgrade, in the same way as they do through the Investment Centre now. This is for both top ups and new purchases. If this applies to you, you’ll see these assets on your statement, but you don’t need to do anything now.”
Please note, an additional letter was sent in September 2025 to customers who joined the platform after this time, or who we have an updated address for. The summary on the Letters and T&Cs page of the Customer upgrade support hub details the other changes we’ve made.
The temporary changes to our service relate to the restricted trading period we're putting in place ahead of the upgrade. This is necessary to ensure the upgrade goes smoothly. Full details of the deadlines are available on the 'Key dates and actions' page of our Help Hub.
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:
| For SIPP payments | James Hay Pension Trustees Limited |
| For ISA, GIA and Offshore bond payments | Nucleus Financial Services Limited |
We expect the letters and web screens to be fixed during November.
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.
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.
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.
The platform charge will replace the annual administration charge* and covers costs associated with holding the following assets:
It’s charged as a percentage of the value of the assets your clients hold and there’s no longer a minimum charge.
[* note – The James Hay Wrap currently has a minimum monthly fee rather than an annual administration charge. This product is being upgraded to the Nucleus Modular iPlan and a platform charge will apply.]
We offer a simple, tiered pricing structure, based on portfolio size.
Charges are lower for higher tiers. This tiered approach ensures that as your clients’ investments grow, they benefit from progressively lower charges. There are three, four or five tiers depending on their product.
The charges schedule we sent your clients last year outlines the specific rates and tiers that apply to them.
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.
