"Very good customer service from Alex…"

Very good customer service from Alex Copp. He was very clear with what is going to be requested and how.

"Totally incompetent"

Totally incompetent. I have a sipp. Their policy is apparently to revalue property every 5 years. They failed to do this and are now refusing my drawdown until a revaluation despite there being 100's of 000's in the portfolio in cash. Don't use them.

"If I could give this company a zero…"

If I could give this company a zero star I would, my son has been trying to access his fathers investment since he passed away in May 24 and still no joy from anyone at the company, they delay paperwork and do not take calls, absolutely shocking company who I would not recommend.

"online access issue - 2 absolute superstars "

I had issues with my online account login and 2 members of staff really went above and beyond to help with sort it out, 1 was Elvan Scott and the other was Sophie Dillon, both couldn't have done a better job, both put my faith back in financial service providers, as lately most are absolutely awful.

"I spoke with Elvan Scott on a existing…"

I spoke with Elvan Scott on a existing business pension matter. Elvan was very knowledgeable and supported with answers to my questions as well as going the extra mile.

"Great Pension Fund performance and friendly Support"

I had a great financial adviser, but he retired. For some years I have been operating my SIPP directly through James Hay (now Nucleus) and it has been very profitable. I phone for assistance in finding the path to the appropriate forms and completing them to take my pension. Customer support is always friendly, helpful and patient. Today I had an excellent rapport with Lewis. Well done James Hay

"Thanks to Alex Copp for his assistance…"

Thanks to Alex Copp for his assistance with a SIPP query. He got the information to me promptly and explained it to me succinctly.

"Alex Copp"

Very good service, went out of his way to look into something for me

"Painfully slow. Avoid. "

Painfully, painfully slow. If you expect to be able to access your money within a reasonable timeframe - just give up.
I’ve been waiting for James Hay to send a claim form for over 3 months. Told it was in the post 4 weeks ago which was a lie.
Escalation process seems to be nothing more than words.
Submitted a complaint and I’ve received a letter confirming the complaint….but still no claim form. “We are very busy”. Yes, we all are.
Thank you for making the post death process even more awful!
Avoid.

"Luke Ward recommendation "

I had been having difficulties sorting out a one off payment from my SIPP until my call went through to Luke Ward. He was both patient and effective in sorting my problem out, including guiding me through the online process at my end required to sort things out. Luke was justifiably confident in the way he dealt with things which was reassuring - thank you