The Competition and Markets Authority (CMA) is probing concerns that a private PCR test provider has broken the law over its treatment of customers.
The regulator said Dante Labs may be treating customers unfairly by not delivering PCR tests and/or results on time or at all, and failing to respond to complaints or provide proper customer service.
It has also been accused of refusing or delaying refunds when requested and using terms and conditions which may unfairly limit consumers’ rights.
The CMA said: “The firm, a popular provider of PCR travel tests in the UK this summer, has generated complaints from customers to Citizens Advice and directly to the CMA over recent months.”
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This investigation is the latest stage of the CMA’s ongoing probe into concerns about customers being treated unfairly in the PCR testing market.
On September 3, the CMA launched an investigation into Expert Medicals, a large private PCR firm. A further 19 test providers have also been told directly by the CMA to improve their pricing information or risk further action.
Andrea Coscelli, CMA chief executive, 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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