Dante Labs has given a formal undertaking to review complaints from the summer and pay refunds to customers who tried to cancel or were sent test kits or results late.
The agreement with the Competition and Markets Authority also means Dante Labs, which has already refunded “thousands” of customers, must pay any outstanding refunds within 21 days.
Dante has pledged to:
- Advertise clear information about the services it provides, including the timeframes expected for test results to be delivered
- Ensure customers know their rights for cancellations and refunds
- Maintain a proper customer service system, which includes responding to complaints and queries in a helpful and timely way
- Provide the CMA with an update report in three months on its progress implementing all changes.
The CMA began its investigation last September following numerous complaints. Chief executive Andrea Coscelli 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 into Dante is part of a wider review of the industry begun in August. The CMA has already told 25 PCR test providers to review terms and conditions or risk enforcement.
A formal investigation into one firm, Expert Medicals, is also under way.
