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Watchdog to investigate PCR test provider Dante Labs

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Written by: Emma Lunn
24/09/2021
The Competition and Markets Authority (CMA) has launched a formal investigation into the PCR test provider as it is concerned that the firm may be breaking the law.

Dante Labs has come in for criticism over its treatment of customers. It has been accused of not delivering PCR tests or test results on time, or at all in some cases. It has also failed to respond to complaints or provide refunds when requested.

Dante Labs has generated complaints from customers to Citizens Advice and directly to the CMA in recent months. The CMA says the firm may be using terms and conditions that unfairly limit consumers’ rights.

This investigation is the latest stage of the CMA’s ongoing probe into concerns about customers being treated unfairly in the PCR testing market. In August the CMA warned PCR test providers against breaking consumer law.

On 3 September, the CMA launched an investigation into Expert Medicals, a large private PCR firm. In addition, a further 19 test providers have also been told directly by the CMA to improve their pricing information or risk further action.

Andrea Coscelli, chief executive of the CMA, said: “People are paying significant amounts of money for these crucial PCR tests and there is no excuse for poor or non-existent service. While the rules in England around PCR testing for travel are due to change in the coming weeks, the CMA will continue to investigate whether companies are breaking the law.

“Firms should be aware that if we find evidence of the law being broken, we will not hesitate to take action.”

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