PCR provider Randox reviews policy following CMA probe
A review was launched after health secretary Sajid Javid raised concerns about “excessive pricing” and “exploitative practices” which was impacting holidaymakers.
To travel abroad, private PCR tests are needed and can cost around £75 each.
Randox has now made changes to give clearer information to customers, such as when it will provide PCR tests and results. It will also improve notification of customers’ legal rights on cancellations and refunds, for example making it clear they have a right to a ‘cooling off’ period.
Additionally, the company will remove terms that could suggest customers are not entitled to compensation.
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. However, it’s essential that all companies play by the rules and treat people fairly. We are clear that, if they fail to do so, they risk facing enforcement action from the CMA or Trading Standards.”
She 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 the government’s list of approved companies, monitoring providers on the list and removing those who do not meet standards.
It also suggested added information to allow consumers to compare providers and find the best deals.