PCR test provider compelled to change terms and conditions by regulator

The Competition and Markets Authority (CMA) has raised concerns with a PCR test provider’s terms and conditions.

As a result, Randox has now reviewed its terms and conditions and has changed them to give clearer information to customers, in particular on when it will provide PCR tests and results.

The firm has also improved on notifying customers on their legal rights on cancellations and refunds, for example making it clear they have a right to a ‘cooling off’ period.

Randox has additionally been compelled to remove terms that could suggest customers aren’t entitled to compensation if things go wrong.

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.

Andrea concluded: “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 CMA’s engagement with Randox is part of a wider set of actions the CMA has taken to protect consumers in this market. In August 2021, the CMA published an open letter to PCR providers, outlining how they should comply with consumer law.

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