Maximise your Avios, air miles and hotel points

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

Links on Head for Points may pay us an affiliate commission. A list of partners is here.

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)

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

  • Doug M says:

    I used Eurofins for a Rapid Antigen test to fly to the US. The certificate said the test was done at 10:29, and it indeed was, it also says the result was negative at 10:31. Surely that’s over doing the rapid part of that. The test gave me the necessary paperwork for travel, but it gave me no confidence as to it’s validity. Don’t you need to wait about 20 minutes to be absolutely certain. I did this at Fenchurch Street Station, all good in terms of experience.

    • James says:

      This is very similar to the Chronomics LFT’s. Have used them five times and every single time the text “your result is ready” arrives literally seconds after the photo’s been uploaded! On the certificate the time of test and time of result are always identical times! I wondered if they use some sort of AI to auto read the photo?

  • Simon Schus says:

    Looks like Randox has gotten rid of its ‘Gold Drop Box’ locations which mentioned Day 2 PCR results by 9am the next day, if dropped by a specified drop off time (e.g., 1pm). They have been subsumed into Dropbox + locations which make no such claim. Boo.

    • Speedbird676 says:

      That’s a shame. I used Gold Dropbox last week – Test dropped at 1220 and result received before 1900 that evening, so way quicker than the quoted turnaround.

  • Nick B says:

    The current .gov pcr supplier list has companies offering day 2 tests for less that £1 but click through and it becomes over £50. How is that still allowed!!!!

    • Speedbird676 says:

      Because the CMA are too busy reading Randox’s T&Cs rather than tackling the real problem.

  • Charlie says:

    I did a day 2 PCR test with simplytestme for £43 and got the result back within 24 hours so will definitely use them again.

  • Kim Common says:

    I returned my PCR test the day I received as it was not required
    No communication when attempting to discuss this matter with customer services
    No reply via e mail at all!
    No return of monies which was approximately £150:00 for three testing kits
    These PCR companies are a disgrace and the government needs to go further

  • Krikri says:

    Nothing an extra bribe to the Tories can’t fix

  • Greg says:

    Shows how much they relied on Owen Paterson

  • Mona says:

    I very much welcome the decision of CMA. I’ve just arrived the UK and really found it strange that they had put out misleading information as I couldn’t pick up an item in any of their branches except I pay additional delivery.

    I ended up using Expert Doctors.

    I hope this will serve as a lesson to other providers.

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

The UK's biggest frequent flyer website uses cookies, which you can block via your browser settings. Continuing implies your consent to this policy. Our privacy policy is here.