Customer upgrade support



Keeping you informed

We’ll be writing to you regularly (via post) to ensure you know what to expect at each stage. What each letter will cover is outlined below:

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Big picture

Introduced the upgrade. This letter included a Key Changes Summary and new Charges Schedule, to help you understand what the change means for you.










When?

Was sent in the second half of August 2024.

Changes to our standard service

Provides an update on our upgrade plans and shares details of changes to our normal service in the weeks before the upgrade weekend.

Advises we’ll write again soon to confirm the upgrade date.

When?

Should be received between 10-23 October 2024

Key dates

Will confirm the upgrade date, and specific dates for deadlines relating to processes affected by the change to our standard service ahead of the upgrade.










When?

To be confirmed

Upgrade complete

Will confirm your new client number, product bank account number, product references and how to get started on the new Nucleus Platform.










When?

To be sent approximately a month after the upgrade completes.


Copies of your specific letters will be available in your document library on James Hay Online before the upgrade, and on Nucleus Platform following the upgrade - shortly after they've been mailed.



We're here to help

If you've further questions, please don't hesitate to contact us.

send us a secure message via James Hay Online
call us on 03455 212 414