No these packs will be included as part of the James Hay pre-upgrade tax pack and will cover the full tax year.
Frequently asked questions
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.
Nucleus Platform tax vouchers will be issued automatically like other new platform outputs. Those who have selected ecomms will receive theirs digitally with an alert in the usual way. Those who have selected paper communications, will also receive a copy in the post.
James Hay tax vouchers will be issued via the previous semi-manual process and posted – so those who have selected ecomms will still receive via the post.
Investment Manager and Off Platform Assets packs will be paper and will also be uploaded to customers Nucleus Platform online document libraries.
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.
Not this time. Customers who hold any off platform/external investments which are held in our name but not as a platform asset, will be provided with a further tax voucher for them.
This information is intended to be included in the main Nucleus Platform tax pack in future years.
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.
All customer correspondence and statements will now be sent directly to your clients. It won’t be possible for them to choose for correspondence to be sent to an adviser or other third party. If this is a service you currently offer to your clients, please make them aware of this change and ensure their address details are up to date.