User guides for advisers and customers are available on our website.
Comprehensive resources (including videos and webinar training) are also available for advisers to get familiar with the new platform.
Frequently asked questions
Copies of all client specific letters about the upgrade can now be found on the new Nucleus platform. These can be found in the client's account under the documents tab.
You can see all transactions from the past five years on the new platform. Post upgrade, you can't see your upgraded clients’ product history on James Hay Online.
Other one-off charges
While we’ve reduced the number of charges, there are some one-off fees that apply in specific circumstances, such as offshore bond set up, or the sale or purchase of Exchange Traded Investments (ETI) – which are payable when they take place. These charges only apply when the relevant options/actions are taken so your clients only pay for what they use.
For commercial property some transactional charges also apply.
Also when your clients start to access the benefits from their pension, either through a lump sum or regular income payments, then an annual income drawdown charge will apply.
Other annual charges:
- Investment Manager account covers the cost of using an external Investment Manager for a SIPP. For the Modular iPlan, this is accessed via the Whole of Market module.
- Stockbroker account - this fee covers the cost of investing with our stockbroker accounts: EQI and Stocktrade.
- Annual property charge covers the administrative cost of managing the commercial property investments in a SIPP
The dates for all regular payments out will remain the same as they were previously on James Hay (the first of the month). However, payments will now clear on the same day with funds received in the afternoon of the payment date. This means payments will not clear before the payment date.
The only exception to this is where the payment date falls on a weekend, in which case it will be paid on the previous working day. In March 2026 for example, where cash is available or a disinvestment/sell down is complete, regular income will be paid on Friday 27 February.
Please note, cash needs to be available seven days prior to the payment date. If it’s not available, and assets are held that can be automatically disinvested/sold down, then we’ll sell these to cover the payment. Where cash is unavailable, or disinvestment is not possible or incomplete, we’ll check your account for cash daily for 10 working days after the payment date. If cash becomes available, we’ll make an ad hoc payment, which will be processed overnight and paid the following day by faster payment. In this instance, you’ll receive a letter confirming you’ve requested an ad hoc payment.
The new platform allows for any payment date between 1st and 28th of the month to be selected, so if you need the money sooner, you can adjust future payment dates to suit your needs.
Although our brand name is changing from James Hay to Nucleus, the James Hay Pension Trustees legal entity will continue to be responsible for pension funds placed with us, so you’ll continue to see this name.
The platform upgrade and new branding are part of our wider strategy to grow our business and improve the online service we offer.
The upgrade of products to new market leading technology required us to establish new client numbers and will be an important component of our improved service.
Your payslip will be available to view on your account on the morning your income is due to be paid, however the funds will not arrive until later in the day. You’ll also receive a payslip in the post a few days later.
This is expected as the regular income moves through the payment cycle. Two days before the payment date, you’ll see your next income payment showing as the following month. Please be assured that you’ll receive your income as usual. You can see your next income payment by navigating within your account to Client > Account > Valuation and income.
Our support pages are designed to help you with using the new platform. They contain information about our products, charges and investments as well as a suite of guides and tutorials. You can also register for our live training webinars. If you have any other questions, please speak with your usual Nucleus contact or our Customer Service Centre on 03455 212 414 or via email at ask@nucleusfinancial.com.
All customers included in the upgrade have been set up on the new platform with the paper-based communication option. This preference can be updated on the platform at any time.
However, all new customers that join after the upgrade will have electronic communication as the default – again, this preference can be updated if required.
This terminology is consistent with our literature and website.
Now we have upgraded to the Nucleus Platform, updated Terms and Conditions will apply. If your clients don’t wish to change to our new terms for any reason, they have the option to transfer out. If your client chose to transfer their products out before the upgrade, but the transfer was not completed in time, we’ll reimburse them if they were negatively impacted by any changes in price resulting from the upgrade.
We no longer apply exit fees when a customer chooses to leave any of our products. Charges for transferring a property do, however, continue to apply.
Copies of the letters sent to your clients can be found here.
New Adviser Terms of Business will now apply for all business placed on the Nucleus Platform. Our existing Terms of Business will apply for all products that remain on James Hay Online. We won’t require a signature from you for this change. Terms of Business have been posted to you. You can also find a link on our website.
Most customers will pay much the same on the new platform as they previously paid. Some may pay a little less. A small proportion of our customers who have complex products may pay more.
No – new Terms of Business and a new Remuneration Policy will apply for business placed on the Nucleus Platform. We sent you a copy of these in our January 2026 mailing. Under them you’ll be working with Nucleus Financial Services Limited.
The first time you use the new Nucleus Platform you’ll be asked to read and agree to our online Terms of Use. You’ll also be asked to confirm you agree to abide by our new Terms of Business when using the platform.
No, they won’t change.
No it won’t. Their charges schedules states this.
The dates for all regular payments out will remain the same as they were previously on James Hay (1st of the month). However, payments will now be issued and clear on the same day, with funds received in the afternoon of the payment date. This means payments will not clear before the payment date as they typically have previously.
The new platform allows for any payment date between 1st and 28th of the month to be selected, so if your clients need the money sooner then the payment date can be flexed to suit.
We're making some changes to our company structure which means that some payments will be sent from different bank accounts. Read more at James Hay upgrade.