Covid-19 testing firm Randox has agreed to improve its terms and conditions to avoid breaching UK competition laws.
The Competition and Markets Authority (CMA) raised concerns with Randox, a PCR test provider at the centre of a government lobbying row, about some of its terms and conditions.
The CMA said the firm, which is based in Northern Ireland, has agreed to give clearer information to customers, in particular on when it will provide PCR tests and results and will improve how it notifies consumers about their legal rights to cancel and claim refunds.
It has also agreed to remove terms that could suggest people are not entitled to compensation if things go wrong.
This comes following the implementation of new rules requiring fully-vaccinated UK arrivals to buy a PCR test.
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.
“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.”
This comes after Randox was awarded £600m in contracts by the government. Former Northern Ireland secretary Owen Paterson resigned as an MP last month over concerns that he lobbied ministers on behalf of Randox while working as a paid consultant for them.
Responding to the CMA’s concerns, a spokesman for Randox said: “We welcome the role played by the CMA, with our full co-operation, in ensuring that consumers continue to get a fair deal during the Covid emergency.
“Randox has been happy to engage fully with the CMA from the outset to ensure in the interests of its customers while the company delivers millions of Covid-19 PCR tests to facilitate vital international travel against the changing requirements of governments.
“As the industry leader, Randox has been in the ideal position to both review the services required to support the international traveller and provide a consumer-industry standard of Terms and Conditions. These have, of necessity, evolved over time.
“In working with the CMA, Randox’s aim has been to ensure absolute fairness whilst building and providing critical services in a highly volatile and demanding environment.
The CMA has also instructed 25 PCR providers to review their terms and conditions, and other practices, or risk facing enforcement action. It currently has formal investigations open into two PCR providers, Expert Medicals and Dante Labs.
