Barclays Bank review: Scam settlement

Between July 2024 and April 2025, I was the victim of an investment scam, resulting in a total loss of £350,000. Of this amount, £69,069.35 was transferred from my Barclays Premier account. I reported the loss to Barclays on 2 May 2025, and received formal acknowledgement on 6 May 2025 (Ref: 1115354753/20250506111906). On the same date, I was introduced to my case manager, Mr. Abiola, from the Barclays Scam Investigations team, who contacted me via text (60135) and telephone.
Due to urgent travel overseas between 18 May and 7 June to attend to my mother, who was hospitalised with sepsis, I missed several calls. However, I kept my phone on roaming—incurring £175.40 in additional charges—and made several attempts to return the calls. On 2 June, I received a missed call from Mr. Abiola, but despite multiple attempts and follow up text messages through 12 June, I did not receive a response. On 7 June, I was informed via text that my case had been withdrawn. When I contacted Barclays on 13 June, I was told a closure letter had been issued. It was agreed the case would be reopened.
Over the following months, I made repeated attempts to engage with Mr. Abiola through branch visits and calls to Premier Banking. Even Premier staff attempted to contact him on my behalf but were unsuccessful. On 19 November, I sent another text regarding my availability. On 20 November, I received a reply re introducing himself as my investigator, followed by a message on 21 November stating the investigation was complete and that reimbursement would be issued.
I received a letter dated 24 November confirming reimbursement of £36,724.14. I also wish to note that Barclays withdrew £4,423.61 from my account—funds I recovered from the scammers in November 2024—on the basis that they were considered “fraudulent funds.” When I expressed concern that less than half of my claim had been reimbursed, Mr. Abiola requested further information as one of his points was that the Spain bank account was mine but I provided evidence via email on 17/12 showing that I had no access to the accounts -see attached - to which the scammers directed funds; these accounts were fraudulently opened in my name. I have received no further response since providing this information, and therefore I am formally raising a complaint.
As a Barclays customer for over 40 years and a Premier Account holder, this experience has caused significant distress, both emotionally and financially. Despite providing extensive documentation, evidence, messages, and screenshots over a six month period, the matter remains unresolved. I am requesting that the outstanding balance of £32,345.21 be refunded, bringing the total reimbursement to the full claim amount of £69,069.35.
If Barclays does not agree to reimburse this outstanding amount by 10 April 2026, I will escalate the matter to the Financial Ombudsman. I hope this can be resolved amicably and look forward to your response.
Sincerely,
Feolla Chastanet

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