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.
