"John and Karen’s retirement "

Just having someone to invest my money with the right investments also seeing the investment increase at a good steady rate

"Efficiency"

Efficiency

"Very easy platform to navigate both…"

Very easy platform to navigate both from a client and adviser perspective. Cannot fault the client support and the messaging system, would highly recommend.

"Failed to update personal details "

After advising you of a change of residence from the U.K. to Spain you still have my residence address as being in the U.K. This is despite informing you that it hasn’t been my residence since 2020.

"Very helpful and all sorted"

Very helpful and all sorted

"Everything explained clearly without…"

Everything explained clearly without any pressure which makes the experience nice and relaxed.

"Terrible ,terrible"

Terrible , terrible.
Nicole is the one exception. Friendly and efficient, as always. You have Wasted my time into the bargain. Took no notice of some of the points which I have raised, which though of no consequence to you, they were v important to me.
What you have told me in your approach to my recent complaint is that you are certainly interested in resolving my case, but not learning from it .HL here I come!

"I have the Nucleus account through Age…"

I have the Nucleus account through Age Partnership…you are all lovely people…and I get my money eventually…but I have no idea who to go to first to make things happen quickly. I rate you highly because the other lot I deal with are seriously awful.

"Nice people, but the service was less good than I would like"

I left Nucleus because their charges were too high and their services were provided via a financial advisor who charged even more.
While still invested via Nucleus I started to take my pension and there were significant delays (from my perspective) in receiving my lump sum payment. In Nucleus' defense they claim that my financial advisor caused the bureaucratic issue (but he claims that it was Nucleus).
Their were further delays and issues when I moved my funds to an online platform. Now again, Nucleus claim that the issues are with the online platform.
I must say that all the people with whom I dealt at Nucleus were polite, knowledgeable and did their best to help me. I cannot fault the helpdesk team. For my lump sum payment Nucleus did an internal investigation and found that they had followed their procedures correctly. My take is that their procedures are not up to the standard that I would like.
Finally, Nucleus did send me a bottle of champagne in recognition of the delays caused. This was very nice. However, my preference would be a super efficient organisation to manage my pension.

"I was very surprised to get the message…"

I was very surprised to get the message saying I did not have enough to pay the Pension for this month as you sent .the wrong message. I was even more surprised to receive a smaller amount when it did come through without any explanation why.