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:
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 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 have been received between 10-23 October 2024.
Update on James Hay upgrade
Will explain how our simplified approach to pricing will work on the new platform. It will also provide details of recent updates to the Nucleus Platform terms and conditions.
When?
Should be received between 23 April and 2 May 2025.
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.
