Following concerns raised by the competition watchdog, UK PCR testing provider Randox has improved its terms on cancellations, refunds and liability.

The development is part of the Competition and Markets Authority’s (CMA) ongoing engagement in the PCR tests sector.

The CMA has also sent letters to 25 PCR providers, warning them to review their terms and conditions or risk facing enforcement action. It currently has formal investigations open into two PCR providers, Expert Medicals and Dante Labs.

Randox, one of the largest providers in the sector, has reviewed its its terms and conditions and changed them to:

  • Give clearer information to customers, in particular on when it will provide PCR tests and results
  • Improve notification of customers’ legal rights on cancellations and refunds
  • Remove terms that could suggest customers aren’t entitled to compensation if things go wrong
Andrea Coscelli, chief executive at the CMA

Andrea Coscelli, chief executive of the CMA, said: “With recent changes to the rules for travel, the spotlight is once again on PCR testing providers and their practices.

“I am pleased that Randox has agreed to change its terms, which means consumers benefit from their legal rights to cancel and get a refund, and are not stopped from pursuing compensation if there is a problem.”

It is essential that all companies comply with the rules, and “if they fail to do so, they risk facing enforcement action from the CMA or Trading Standards,” he added.

“We recently provided recommendations to government on changes to better protect consumers in this market and we hope that, given the reintroduction of PCR testing for travellers, these will be implemented as quickly as possible.”

The recommendations included improving the basic standards to qualify for inclusion and remain on the GOV.UK list; monitoring providers on this list and swiftly removing, and sanctioning, those firms that don’t meet these standards; and adding information to enable consumers to compare providers properly and find the best deals for them.

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