Any requests received after the dates indicated in the Getting Ready booklet cannot be accepted. They’ll need to resubmit them on the new Nucleus Platform, after 9 February 2026, once the upgrade has taken place.
Frequently asked questions
A three month grace period will be in place following the upgrade. After that, their standing order payment will be returned to their bank and will not be invested with us.
Once their product has been upgraded, they’ll still be able to set up a Direct Debit Instruction online as part of the Payments in process on the Nucleus Platform.
Data on your client's account activity for the last five years will still be available online on the new platform after the upgrade. If you want to keep a record of data and documents on their account before that time, please go onto James Hay Online before the upgrade and download it.
We've shared details of when trades will need to be completed ahead of the upgrade - please refer to our 'Changes to standard service' page for details. If there's an issue or delay that means the trade may not settle before the upgrade we'll ensure your client's assets are moved over as if they were settled in time.
The Nucleus Platform pricing is simpler than the current James Hay model. It has higher ‘module’ charges but far fewer additional transaction charges. This is a much simpler, more transparent approach – with less scope for unexpected fees.
Investments are complex but how your clients pay for them shouldn’t be. With the new Nucleus Platform, your clients will only ever pay for the investments they have, the products they use and the choices you make with them.
Our charges will be split into three main types:
- Platform charge
- Module charges for specific services
- Additional charges that may apply in certain situations
If the registration link has expired, you’ll need to use the ‘forgotten your password’ option on the login screen to request a new link. Once your password is set, you’ll receive a one-time passcode by SMS or email. Please enter the passcode to continue. You’ll then be asked to review and accept our platform Terms of Use policy. Once you’ve done this, you’ll be able to access the platform.
With effect from our exclusive preview, we’re changing our approach to how we share cash interest with customers. Read more on our Bank accounts page.
During this initial period cash holdings will be held in instant access accounts as amounts will be fairly small. When we complete the upgrade and move all existing James Hay customers onto the Nucleus Platform, cash holdings will move into fixed term deposit accounts.
We’ll send your username both in an email and a letter once you register. If you later forget it, you’ll need to contact us (call 03455 212 414 or email at ask@nucleusfinancial.com) so we can send you a reminder.
Letter 1 – James Hay Modular iPlan and Private Client SIPP customers (standard letter)
Letter 2 – James Hay Modular iPlan and Private Client SIPP customers (additional pricing; wording)
Letter 3 – Willis Towers Watson Modular iPlan customers
Letter 4 – James Hay Wrap customers (standard letter)
Letter 5 – James Hay Wrap customers (additional pricing wording)
Letter 6 – Willis Towers Watson Wrap customers
Letter 7 – James Hay / Life company customers
Letter 8 – James Hay iSIPP customers (standard letter)
Letter 9 – Rathbones Modular iSIPP customers
- We previously wrote to our customers in November 2024 so this letter provides an update on our progress and a reminder of what support is available.
- We’ve since made some changes to our terms and conditions for the Nucleus Platform – one of which is material so we’re required to make customers aware of it (this is the change to how whole of market assets will be traded).
- We want to use this opportunity to help ensure customers understand how our pricing is changing.
- We want to make customers aware that our correspondence address has changed and provide the new details.
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 table below shows how our James Hay product suite maps to the Nucleus product suite:
| Current product name | Upgraded product name |
|---|---|
| Modular iPlan (Modular iSIPP, Modular ISA and Modular GIA) | Nucleus Modular iPlan (Modular iSIPP, Modular ISA, Modular GIA, Modular Offshore Bond) |
| Wrap (Wrap Investment Portfolio, Wrap SIPP, Wrap ISA, Wrap Offshore Bond) | |
| Private Client SIPP | |
| iSIPP | Nucleus Flexi SIPP |
| Life Company SIPPs | Life Company SIPPs |
Our multi-million pound investment will deliver:
- A more responsive and efficient service
- A wider product range, so more choice
- Simpler charging so it's easier to understand what you pay
- Intuitive, modern technology that's easier to use
These are charges that apply depending on the products and services your clients use. They’re for assets that are held off the platform, such as directly held shares and commercial property, and are fixed fees that we charge once a year. Your clients will only pay them if they hold assets in these categories.
- Whole of market
- Specialist investments
- Commercial property
Our Simplified, transparent pricing flyer has further details.
The mailing that contained their charges schedule for the new platform will have been delivered between 14 August and 2 September 2024. 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.
We’ll confirm your clients new reference number(s) in our Welcome to the Nucleus Platform letter, which they’ll receive in February, after the upgrade takes place. They should use this as the reference for future payments to their products, but they won’t need it to access the new platform.
We’re targeting the weekend of 7 and 8 February 2026 for the James Hay upgrade to the new Nucleus Platform. You’ll be able to access it from Monday 9 February 2026.
We're targeting the weekend of 7 and 8 February 2026 for the upgrade to take place, and it’ll be available on Monday 9 February.
User guides for advisers are available on our dedicated Adviser Help Hub.
Customer guides will be available on our website once the Nucleus Platform is live, to support them in getting familiar with the new processes on it.
Comprehensive resources (including videos and webinar training) will also be available for advisers ahead of the upgrade.
Our letter of April/May 2025 includes a Simplified, transparent pricing flyer. It outlines how our pricing will work on the new Nucleus Platform.
Further information is available on the Our charges page of our adviser help hub.
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.