Illustrations won't be available in the 15 days before the upgrade, however they will be available on the new platform once it's live.
Frequently asked questions
After upgrading 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 we’re unable to complete the transfer of their products before they’re upgraded to our new platform, we’ll reimburse customers if they’re 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.
New Adviser Terms of Business will 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, as well as any new business on that platform. We won’t require a signature from you for this change, but we’ll write to adviser firms separately with full details.
Most customers will pay much the same on the new platform as they pay now. 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. 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.
The new Terms will be effective from the date you, the adviser, register for access to the platform. Once we accept your registration, you’ll be given access. We’ll then make our service available to you as agent of your client to manage their products and investments.
Each authorised employee of an adviser firm will need to set up an individual account on the platform in order to administer your client's products and investments. Accounts must be set up and managed by a designated 'Master User'.
Read our Terms of Business document.
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, however after the upgrade payments will be triggered on the payment date and will clear in the receiving account within three working days. This is different from the current position, where payments are triggered shortly before the payment date. If required, you can change the date for future payments to any day from 1 – 28 of the month on the platform.
We’re making some changes to our company structure which means that some payments will be sent from different bank accounts. Read more in our Platform upgrade news.
In the run up to the upgrade, to ensure it goes smoothly there will be some temporary changes to our service which we hope won’t inconvenience you.
We're targeting the weekend of 7 and 8 February 2026 for the upgrade to take place, during which our online service won’t be available. It will be restored on the following Monday (9 Februrary).
After the upgrade, all customer correspondence and statements will be sent directly to customers. It won't be possible for a customer to choose for it to be sent to an adviser or other third party. If this is a service you currently offer to your client, please make them aware of this change and ensure their address details are up to date.
Yes, we’re setting up new product bank accounts and allocating all our customers' new account numbers – these will replace all existing James Hay member and plan numbers. All payments on the new platform should be made to the new bank accounts, using the new reference numbers. This will particularly apply to any standing-orders or one-off payments. Standing order arrangements will need to be replaced with direct debit payments using the new details, except for those relating to commercial property investments. All active Direct Debit arrangements will be changed automatically
We’ll write to customers with details of the new bank accounts and product references soon after the upgrade. You’ll be able to see copies of these letters on the platform and you’ll also be able to find the same details on your client's account after the upgrade.
In the period before the upgrade of your clients products, there’ll be some changes to our standard service – this is to ensure the upgrade is as smooth as possible. We’re keeping these to a minimum and hope they don’t inconvenience you too much.
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.
We’re writing to your clients a few times before the upgrade takes place. Full details are available on the ‘Keeping you informed’ page, and the ‘Letters and T&Cs’ page.
Online content covering additional detail about our plans is available for customers at nucleusfinancial.com/upgrade-support. We highlight this in our letters.