Nucleus cares
How we support our customers

Extra help when you need it most

If you’re going through a major life event, feeling anxious about money, been a victim of fraud, or experiencing poor physical or mental health, we’ll do everything we can to help.


Types of support we can offer

If you need support from a financial adviser but don't have one, please visit MoneyHelper.

Speaking to us

If you’d like to speak to the same person each time you call us, we can arrange for you to have a single contact.


Follow-up letters

If you’re living with a condition that may affect concentration or your ability to retain information, we can follow up on any discussions with you in writing. This helps to clarify what we’ve spoken about and any important actions you need to take.




Communicating with us

If you’d like to deal with us in a particular way, for example by phone, email, post or secure message, please let us know which option you prefer.

Talking to family

If you’d like us to talk to someone you trust on your behalf, we can arrange this in the short-term. If you’re experiencing a more prolonged health problem, it might be worth establishing a Power of Attorney.




Signing documents

If you can’t sign paperwork easily, we can arrange for you to use a secure signature stamp instead.



Larger font and braille

We can provide documentation in a range of formats, such as larger font size, braille, or audio. Here are some examples of font sizes you can ask for:

This is written in font size 11
This  is written in font size 12
This is written in font size 14
This is written in font size 16
This is written in font size 18

What’s a Power of Attorney?

If making decisions becomes challenging or overwhelming a Power of Attorney gives you that extra peace of mind. 

A Lasting Power of Attorney is a legal document that gives someone you trust (the ‘attorney’) the authority to deal with your affairs. They’ll be able to act on your behalf and in your best interest – whether that’s looking after your finances, speaking to a healthcare professional, or signing contracts.

For more information on appointing a Power of Attorney visit: gov.uk/power-of-attorney


Dealing with unexpected challenges

Here’s a range of charities and organisations that can offer support during difficult times. 

MIND

Support and resources for mental health

SAMH

Support and resources for mental health

Samaritans

What to do if you think someone is in immediate danger

Alzheimer's Society

Five things you should know about dementia

British Dyslexia Association

Guidance for adults with dyslexia

RNIB

Advice for people living with sight loss

Action on Addiction

Getting help for you or your family member going through addiction

RNID

Communication support for hearing loss

Cruse Bereavement Care

Understanding and coping with grief

Entitled To

Benefits and grants advice

Cost of living crisis

The cost of food, energy bills, or mortgage payments can affect our ability to make ends meet. It can also impact our physical and mental wellbeing.

If you’re struggling with your platform fees, please speak to one of our team who can help arrange a repayment plan or pause your fees for a set period.

Or if you’re thinking about taking additional sums of money from your account, it’s a good idea to speak to your financial adviser before making any decisions. Or check out these potential sources of support.


You might find these particularly useful:

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