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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)

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  • Geoff 1977 says:

    Didn’t they have friends in the right places 👀 .


    • r* says:

      They mustve not paid their govt donations this year 🙂

    • Renaud says:

      They had one, until he was forced to quit his seat in the HoC and became useless to them.

  • Warren says:

    We’ve used them several times over the last year or so. Always found their services to be very efficient.

    • WaynedP says:


      But real litmus test comes when something goes wrong and you have to engage to resolve a problem. Hasn’t come to that in my experience, so best I can say is “Works well if everything works well”

      • Lee says:

        I’d agree with this. I’ve used Randox a number of times this year, all been good. I’ve recently been trying to contact them about 3 tests for possible refund or change, nothing. Their phone lines are unanswered, Twitter is a default reply, and emails are ignored. Customer service is non-existent.

  • Terry S says:

    Arrived back from DXB two days ago and no sign of my Collinson antigen day 2 kit which was ordered weeks ago. Website says not dispatched yet. Quite funny also as they’ve sent me two emails last couple of days asking if I want to upgrade to a PCR – bit late for that! They also say in the email they’re experiencing delivery delays…. Obviously had to get a PCR done anyway – used Eurofins which were good.

  • Rich says:

    Was there nothing in the CMA to protect customers during rule changes?

    It seems odd that not all providers allow you to change/ upgrade/ cancel your order if new rules require a different test or processing – particularly when there’s no cost to them.

    IE upgrade from PCR to PCR with genomic sequencing

  • Definitas says:

    My day 2 Chronomics test didn’t arrive and email has gone unanswered

  • J says:

    I did a day 2 PCR test with Randox at Stansted on Wednesday for £55, results back within 24 hours so no complaints…

  • Will says:

    Also very good experience with Randox.

    The gov comparison chart on the other hand, 🙁

  • CH says:

    Had a similar issue with a testing provider for arrivals testing over the summer. I had booked an at airport test, but then my flight date was changed due to illness (non-COVID). The provider initially refused to refund, even though I was within the cooling off period. We eventually worked something out, but only after some quite heated emails.

This article is closed to new comments. Feel free to ask your question in the HfP forums.

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