I’m extremely disappointed with how Barclays handled a serious fraud case I reported. I was scammed out of over £10,000 by a builder (Mark Southworth, trading as MS Kitchens) who took money in instalments, did less than 20% of the agreed work, and then vanished — taking my house key and leaving my home in a half-demolished state. I contacted Barclays' fraud team, hoping for help. I spent over four hours across two long interviews, fully cooperating and explaining every detail. I gave names, phone numbers, payment proof, chat messages, photos of the unfinished work — everything. I trusted that as a long-standing customer, I would be taken seriously. Both representatives I spoke with noted how mentally distressed I was from the situation — which was true, as the financial loss has caused real stress and anxiety. They entered this into their system and said Barclays takes customer mental health seriously. But in the end, that clearly meant nothing. No support was offered. No safeguarding. No follow-up. Just words. A few days later, I was told the case had been closed as a "civil matter". That’s it. No chance to submit further evidence, no update on what (if anything) was investigated. I was left feeling like Barclays just supported the scammer by doing nothing. I now question why they even noted my mental health if they had no intention to help or support me. It felt like a box-ticking exercise rather than genuine care. Barclays' fraud team made me believe they were on my side. But after this experience, I feel like I’ve been let down twice — once by the scammer, and then by the bank I trusted to protect me.