Labour has said ministers have “serious questions” to answer after reports a “failing” US firm that botched the handling of tax credits has been subcontracted for some NHS Test and Trace services.
Shadow chancellor of the Duchy of Lancaster Rachel Reeves said Concentrix’s involvement showed a lack of due diligence over the running of the service.
In August 2019, four staff at a Concentrix-operated fraud call centre were suspended after allegations that victims were branded “morons” and misled into thinking they were dealing with police when they phoned to report what happened to them.
The allegations were said to have taken place at the Action Fraud call centre which handles reports from victims across England, Wales and Northern Ireland and is run by the City of London Police.
Concentrix was also stripped of its HMRC contract in 2018 after nearly a third of the 108,000 tax credit claimants it adjusted or terminated had the decisions overturned at appeal, PA Media report.
The company was subcontracted by Serco which alongside Sitel, runs NHS Test and Trace through a contract reported to be worth up to £108 million.
It has faced a barrage of criticism about performance and value for money in recent weeks.
A further four are Public Health England bodies and another is the Ministry of Defence.
The remaining 22 are private companies. This does not include companies such as Concentrix that are subcontracted.
Coronavirus tests have been unavailable in some areas, tracing of those who need to self-isolate has consistently been below the benchmark of 80% in recent weeks and only a third of people who turn up for a test in England are receiving results within 24 hours, according to the latest data.
Labour shadow health secretary Jonathan Ashworth, speaking in the Commons last week, accused Serco of “failing...