COVID Test results

Dodgysailor

Dear All,
I recently came from abroad having purchased the day 2 and 8 test via BOOTS. Once in the UK I decided to use a laboratory recommended by Gov.co.uk in their website for the early day 5 release test which guarantees results in 24 h. I sent my test on the 8th June in the envelope provided and somehow I am still awaiting the results (today is the 11th June). Any attempts to communicate with them has been unsuccessful, they reply but they do not seem to know anything. I opted for the day 5 release test in order to go back to work earlier and now it is too late to do so. Where can I make a complaint? Gov.co.uk should be aware of this but I am not sure how to contact them. Where else can i complain in order to get my money back?
Thanks!

user1977

Do you know they've received the sample? Obviously they can't do anything until it reaches them.

JHW1942

I think you'll need to establish that they definitely haven't received it.  If that's the case, then your complaint is with the postal service you used and the outcome will depend upon their policy for refunds.

Dodgysailor

Well this is one of the problems they dont tell me what is going on. They have not denied receiving the test but they confessed to have a backlog so I assume it is with them.

user1977

Anyway, if you bought it from Boots, it's Boots you should be complaining to if they're actually not providing the service you paid for.

neilmcl

user1977 said:

Anyway, if you bought it from Boots, it's Boots you should be complaining to if they're actually not providing the service you paid for.

I don't think this is anything to do with the Boots. The OP has chosen to pay for the optional "Test to Release" test to leave quarantine early. This is on top of the mandatory day 2 and 8 tests he's already purchased, and still must take, from Boots. I'd assume that he's already now taken the day 8 test and posted/got a result from that.

user1977

neilmcl said:

user1977 said:

Anyway, if you bought it from Boots, it's Boots you should be complaining to if they're actually not providing the service you paid for.

I don't think this is anything to do with the Boots. The OP has chosen to pay for the optional "Test to Release" test to leave quarantine early. This is on top of the mandatory day 2 and 8 tests he's already purchased, and still must take, from Boots. I'd assume that he's already now taken the day 8 test and posted/got a result from that.

Ah, hence "if"... Well, they should pursue it with whoever the "laboratory recommended by Gov.co.uk" is, then. Not sure who else they're expecting to complain to.

Dodgysailor

Well it was not boots but someone called RT Diagnostics which features in the Gov.co.uk website.
They say they wont refund me because they sent the test already however they have not provide me with the service that they promised. So I need to find out where to complain

user1977

Dodgysailor said:

Well it was not boots but someone called RT Diagnostics which features in the Gov.co.uk website.
They say they wont refund me because they sent the test already however they have not provide me with the service that they promised. So I need to find out where to complain

You complain to them.

Lomast

I can't see anywhere on their site that guarantees results in 24hr they use terms like aim to have results in 24hrs

Have you checked your junk/ spam folder as they suggest on their 5 day release test page?

sheramber

The Government do not recommend any test supplier. 
 
https://www.gov.uk/government/publications/list-of-private-providers-of-coronavirus-testing/list-of-private-providers-of-coronavirus-testing
 The government does not endorse, recommend or approve any private test provider. Individuals and employers should conduct their own research about available providers and the testing services they supply. For information about customer service, please check consumer review websites.