Platform upgrade news
Keeping you informed
As upgrade approaches, we’re here to support you and your clients every step of the way, to ensure things run as smoothly as possible.
We’ll continue to send you emails as we approach the upgrade weekend, with all the information you need to have a successful future on the new platform. Please look out for these and take time to read them, to help you get ready to get started.
Keeping your clients up-to-date
Details of any letters we’ve sent to your clients, can be found below.
Our mailings have been expertly designed and tested with customers to help your clients understand what the change means for them. However, they may naturally want to check some of the details with you – so we’ve suggested they speak with you in the first instance.
If you’d prefer they contact us, that’s ok too – our contact details are on all our communications.
You’ll also be able to view what we’ve sent to your clients on James Hay Online shortly after each letter has been posted.
Historical correspondence and information from the past five years will be transferred across to the new platform. It’ll also house details relating to products closed since 6 April 2023, and any records of yet to be resolved customer complaints.
After the upgrade, the Nucleus Platform will be where you need to go to access information about your clients’ products.
Guiding your clients through the process
To make this upgrade as smooth as possible for your clients, we'll be directing them to our dedicated customer upgrade support web page.
This online hub will be their go-to resource for all the information and support materials they need before and after the upgrade.
Welcoming new clients
We're proactively communicating with everyone who’ll be affected by the change.
New customers joining us between now and the upgrade will also need to be introduced to these changes.
New customers may receive their letters slightly later than existing customers.
We're here to help
Your success is our priority. If you've further questions, please don't hesitate to contact your Business Development Manager.
Other ways to contact us:
