Travellers may be able to obtain a refund on PCR Covid tests after a provider was ordered to pay back customers following an investigation by the UK competition watchdog.
Dante Labs has also pledged to improve a number of its practices and get cash back to clients who tried to cancel kits or if results arrived too late.
The Competition and Markets Authority (CMA) has ordered all outstanding refunds must be paid within 21 days - although thousands have already been made.
An investigation was launched last year because of concerns that some of Dante Labs may have breached consumer law.
This included claims Dante Labs failed to deliver tests or results on time or at all; did not respond to complaints or provide adequate customer service; refused or delayed refunds when requested and used terms and conditions that limited consumers’ rights.
Dante Labs will also strengthen the protections for customers in its terms and conditions, improve customer service and provide clearer product information.
Andrea Coscelli, chief executive at the CMA, said: "No PCR testing firm is exempt from the rules and our action to secure these refunds and other changes shows that we will not tolerate poor business practices.
"While travel rules to the UK may have changed, those people who still require PCR tests to travel abroad shouldn’t have to waste money on late results or tests that don’t arrive. It is crucial that all PCR providers treat people fairly, being clear on price and timings and providing refunds where they are due."
The investigation is part of a wider work by the CMA to protect consumers buying PCR tests.
The CMA has also sent letters to 25 PCR test providers, warning them to review their terms and conditions – and other practices – or risk enforcement action. This recently resulted in changes being secured from major PCR test provider Randox. The CMA currently has a formal investigation open into another PCR test provider, Expert Medicals.
Additionally, the CMA has provided advice to the UK government on ways to make the PCR testing market work better for consumers. The recommendations included improving the basic standards to qualify for inclusion and remain on government-approved lists of suppliers, swiftly removing and sanctioning firms that don’t meet standards.
It also recommended adding information to enable consumers to compare providers properly and find the best deals for them.
- If customers have not been contacted by Dante Labs and believe they are eligible for a refund they can contact them here.
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