An official investigation has been launched into one of the most popular providers of PCR tests for travel.
The Competition and Markets Authority is investigating concerns that Dante Labs might have broken the law.
Its investigation follows complaints of PCR tests arriving late, a failure to respond to complaints or provide proper customer service, refund refusals or delays, and terms and conditions that might unfairly limit consumers’ rights.
The CMA said customers had complained to Citizens Advice as well as directly to the CMA about Dante Labs over recent months.
Its investigation into Dante Labs is the latest stage of the authority’s ongoing probe into concerns about customers being treated unfairly by PCR test providers.
Earlier this month, it launched an investigation into Expert Medicals, another large private PCR firm.
In addition, a further 19 test providers have been ordered by the CMA to improve their pricing information or risk further action.
CMA Chief Executive Andrea Coscelli 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.”
The CMA has requested enhanced powers, including fines, to tackle consumer rip-offs and bad business practices.