Day 2 Test - approaching 4 weeks - still no result!!?? What comebacks do I have? 9 October 2021 at 9:05PM in Coronavirus travel help & info 9 replies 371 views

Craighoy

Hi - my wife and I returned from Corfu on 13th September and had booked Day 2 tests for 15th in Southampton.  The promise was result within 48 hours.  Nothing after 2 weeks so I called up.  Got apologies and excuse of delays in process of getting results out - and I got a result form within about 4 hours.  My wife hasn't called up and she's still waiting for her results.  
Also - not sure these results go on your medical record - if so then the email they sent me is a scam because the result doesn't show there.

Now - I don't really care about the actual result now because given the timeframe for both of us its pretty irrelevant.
BUT - I am seriously !!!!!! at having to pay just under £120 for the tests and then not to get the results in the timescales, or even at all.
I know the Day 2 tests are pretty much a process to get through immigration but that's not the point
Anyone any idea if I have any way of getting a refund or any other form of recourse ?
Thanks in advance

onashoestring

You can complain about Day 2 test providers on the NHS Test and Trace website -  https://enquiries.test-and-trace.nhs.uk/s/enquiries
they do say you should contact the provider first, as your wife hasn’t done this and 4 weeks have passed there is probably not much that can be done.
Day 2 results are notified to PHE , no doubt if you’d tested positive, you would have been contacted by test and trace.

sheilavw

My Sister and Partner came back from Spain 3 weeks ago. They never heard anything about their tests either

Westin

Do you think it would both be useful to others to actually name the companies so others might be cautious about using them?

silvercar

The results don't go on your medical record, unless you have a positive result.

It's annoying that you didn't get your result sooner, and clearly weeks late is no use to anyone. However, unless you were isolating pending your result, you aren't out of pocket. Arguably buying the test gave you the code for your plf, so you did gain some benefit from buying the test. Had you been keep to get the result, phoning 119 on day 4 would have probably led to the NHS sending you a free covid test in the post, so you would have had a test that you paid for even though it came from a different source.

Complain through the link provided by another poster, so the NHS is aware of the failing and move on would be my advice.

cinch

On a different forum I read of many people who never got the test from Randox, somebody had this experience 3 times.nobody checks if you have done the test or not, it is all about the code for the PLF.  Some people claim they got a refund.

Craighoy

Westin said:

Do you think it would both be useful to others to actually name the companies so others might be cautious about using them?

It was the Regenerative Clinic - the location was Southampton.

No idea whether they do the test in house or send it off to someone else

Craighoy

Appreciate that this was something to get me past immigration - but as the service they promised a result.  And they didn't supply it.
'onashoestring' (above) comments that the results go the PHE - but do they?  They are supposed to but we will never know.  This is probably why the Government is lowering the requirement to Lateral flow because that's almost on the spot results.

onashoestring

It’s far from ideal that you had to chase them up but you said that you did get your result when you phoned them , so they did provide the service and they most likely will say that had you called them sooner that you would have received your results sooner . Also as  you left it so long to chase the result , I don’t think that goes in your favour for asking for refund as it doesn’t look as if you were in any desperate hurry to get the results back. The same goes for your wife’s results .

If you are unhappy with the service - report them using the link provided in 2nd  post - test and trace will be able to investigate- dozens of companies have been removed from the list if they consistently fail to meet the Gov requirements, but you need to report them through the correct channel if you want them investigated and action to be taken. 

Westin

Notice that the Regeneration Clinic makes mention that results are sent digitally and that emails sometimes go into Spam folders.  Presumably you checked this?

“ Once your samples have been processed you will receive a digital results certificate outlining the test you have had and results concluded”

“…it can often go into your spam folder, if you don’t receive it please call our customer service team on 020 3637 5566.”