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Randox forced to changes its business practices by the Competition & Markets Authority

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The Competition & Markets Authority (CMA) continued its assault on the Covid-19 testing market today by agreeing a settlement with Randox, one of the biggest testing providers in the UK.

Following an investigation, Randox has been forced to change its terms and conditions of business for anyone booking a Covid test.

You can see full details here.

Randox test kit

The CMA found the following faults with Randox’s testing services:

  • the company was not giving clear information on how long it would take for tests to be supplied and for results to be received
  • the company was not giving proper notification of the legal rights to cancel or refund test purchases, including notifying customers of their right to a cooling off period
  • the company was suggesting on its website that customers do not have any legal right to compensation if Randox failed to deliver the test or the result in a timely and accurate fashion, which is not true

In response, Randox has changed its terms and conditions with immediate effect.

You can expect more CMA action in the future

The CMA has reiterated its commitment to taking enforcement action against companies Covid-19 testing companies which are breaching standard consumer protection regulations.

Investigations are continuing into Expert Medicals and Dante Labs. 25 other testing providers have been given a warning to change their terms of business or face enforcement action.

The key areas of concern are:

  • advertising PCR tests without quoting ‘all in’ prices such as delivery
  • advertising PCR tests at prices which do exist but which are available in such small quantities that the public has no realistic chance of purchasing one at that price
  • failing to deliver PCR tests or results within published timescales
  • refusing to provide refunds when tests or results are not delivered, either at all or within the promised timescale

Further details can be found on the CMA website here. The response from Randox is here.

Comments (57)

  • Rma says:

    I think it is quite correct to charge for PCR testing for travelling, as it is predominantly an option. However, many families will be in our position of travelling to the States for Christmas and now having to get one day tests. To be safe, we have to go for the three hour tests, and also the PCR test. The cdc website warns travellers that different states have different requirement for acceptable tests, so again we’ve got to play safe. Companies are racking up the prices outrageously, and it is a great pity these profits aren’t going to the NHS. The companies will bleat about increased lab costs etc but we don’t seem to hear about any of them going out of business because they are making a loss……

  • John says:

    With all the money they pay to Conservative MPs, you might expect Randox to be better advised. Then again, maybe not.

  • Dimitris says:

    Came back from France on Tuesday and got a PCR day 2 with Collinsons on Wednesday. Four days later and still waiting for the results.

    I’ve used them multiple times earlier this year and never had an issue, but now something has gone really wrong. They are not responding to anyone either and there are hundreds of people with the same issue.

    Now, we’re flying to the US in couple of weeks and I really don’t know who to trust.

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