"Signing the document not clear"

Signing the document not clear
Totally confused with all the paperwork
Too long between doc.

"Not always appear that daily workings…"

Not always appear that daily workings are ever accurate

"Efficient service"

Efficient service

"reply to your survey"

I personally did not have any contact with Nucleus as all business is conducted by my financial advisor.

"Unwilling (or unable) to deal with a simple telephone enquiry and request for escalation ignored"

On line assistance was fine (except not up to date that the adviser had retired a few days earlier). Dave, in an email, appropriately signposted me to ring which I did. The lady I spoke to refused to deal with my enquiry without a copy of the LPA for my husband despite me being able to give an access code. As my enquiry was not one of a sensitive nature I asked for escalation to a manager. The manager I was assured would call me next day. He/she never did call. All I wanted to know was a classification for the fund for a document I had a deadline to complete. I had to send off the form without relevant information as a result. Not impressed

"To withdraw money"

Spoke on the phone wishing to cash in some money. A form was sent quickly to sign. Money deposited in my account. Everything was so easy wish other companies were so efficient.

"Tried to make a withdrawal before…"

Tried to make a withdrawal before financial year end but took too long. Shouldn’t have been a problem, fund was in a cash account

"Conflicting information "

Advised I didn’t need a certified picture to access my account and when I supplied what I thought was compliant informed that it needed to be certified. Wasted task.

"Always receive a great service from…"

Always receive a great service from Nucleus - staff are polite and courteous, very knowledgeable

"Disappointing service"

Several phone calls where staff were very nice but not really able to help without referring elsewhere and oddly they were unfamiliar with Nucleus forms.
Repeated emails where information had been supplied previously this significantly delayed my payment. I was then sent an email quoting my payment date as 'on or around the12th' The payment arrived the 17th.
Overall a disappointing experience.