The Competition and Markets Authority (CMA) has been forced into taking action against websites who are charging consumers for a service that they can actually obtain free of charge through the NHS website.
If you've been misled by a fake EHIC website and want to recover your money, you can create a formal demand for a refund using our free Consumer Complaint Letter Builder.
What is the European health Insurance Card?
The European Health Insurance Card (EHIC) scheme is a scheme that allows EU citizens to obtain medical care free of charge or in some cases at a local rate if they are visiting other countries that take part in the scheme.
UK residents are entitled to medical treatment when on holiday or visiting another EU country, as well as in Iceland, Liechtenstein, Norway and Switzerland. Only treatment that you would be able to get under the state scheme for that country is covered, and you need to be able to show your EHIC to be able to get the treatment. It’s not the same as travel insurance though, so the general advice is that even if you have an EHIC, you still need to take out a good travel insurance policy to cover you for all medical eventualities.
What Did the Misleading EHIC Websites Do?
Although it’s free to apply for an EHIC if you use the NHS website, the websites in question decided to set themselves up as official handlers of applications, so that they could charge consumers for simply forwarding the applications through to the NHS. They didn’t make it obvious that the service was usually free of charge, and although they didn’t directly break any laws, the OFT still decided that the way they were going about their business had been calculated into misleading people into making applications through them when they could have used the NHS site for nothing.
There were four websites involved in the OFT clampdown, typically these companies were charging around £10 to process an EHIC application, without making it clear that they were not official EHIC sites. The four sites that the OFT took action against were mainly found to be misleading because they copied the EHIC brand, making it look as though they were actually an official site; used an official sounding URL that people could easily have mistaken for the real thing; didn’t make it clear anywhere on their site that the services they were providing were unofficial.
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Try our Car Purchase Rights Checker free, here on this site →What Action Did the OFT Take?
Three of the websites under the OFT spotlight have agreed that they will not use misleading selling practices in the future. These websites are
- ehic.org
- thejwsgroup.com/ehicservice and
- ehic.uk.com.
Heather Clayton, then Senior Director of the OFT's Consumer Group, said that while it wasn’t actually unlawful to charge consumers for a reviewing and forwarding service, anyone who offers such a service has to be very clear about the product or service they are offering, and not attempt to trick consumers into spending money to get services they don’t need or want.
She added that anyone who wanted to apply for an EHIC or for other government-funded services should check carefully to make sure that they are using an official government website.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
How to Apply for an EHIC
If you want to apply for an EHIC free of charge, go to the official NHS EHIC page, where you will be able to download the forms and/or apply online. You will need to have the NHS or National Insurance Number, Surname/Family Name, Forenames and Date of Birth of each person you are applying for a card for.
Alternatively, you can apply for your EHIC by calling 0845 606 2030.
If you are a non-EEA national you will need to apply by post as you’ll need to provide documentation to support your application. You can pick up an application form from the Post Office.
Advertising Standards Authority Ruling on EHIC Direct
On your behalf we complained to the ASA about the EHIC Direct website, which while not acting fraudulenty, did seem to mislead customers into using (and being charged for) their service when the EHIC card could actually be obtained directly at no charge. Other consumers and the NHS Business Services Authority had also complained. The ASA upheld this aspect of the complaint and recommended that EHIC Direct take the following action:
"The ad must not appear again in the form complained of. We told EHIC Direct to ensure that their website did not create a misleading impression that it was the official NHS website for EHIC applications or that they were affiliated with the official NHS website. The website should make immediately clear the non-official nature of the service on offer and the additional cost of using that service compared to using the official service directly. We also told them to ensure that any qualifications were sufficiently prominent (for example, in conjunction with initial claims or calls to action, such as an application form or ‘Apply Now’ button), so as not to mislead consumers about the nature of their service. Any qualification should be of a clearly visible colour and sufficient size, and presented separately from other information, to ensure it was prominent and would be read by consumers. We also told them to ensure that any claims comparing their services to those of the NHS accurately represented the NHS’ services."
It looked official and I just thought another service sold to a third party.
I am concerned about our personal details they have as well as the money.
If you read the small print on the About page it does go on about other sites but I didn't think to check the whole site as I was in a hurry.
No confirmation email so will apply on an official website site.
I have just been scanned today on this for trying to renew myself and my family.
They charged £27.50 and I didn’t think anything odd until I didn’t receive an email confirmation.
I am worried that they have my information now including my national insurance number. Is there anything I can do?
makes it look legit. I’ve lost £27.50 today on a fraudulent submission, I’ve cancelled the credit card but cannot stop the payment. Once I realised the scam I applied to the official EMIC Govt website and got my card and partners renewed for nothing.
I’m a senior citizen and usually wise about scamming but this one is cunning and a nice little earner for the perpetrators. It’s not the amount of money l lost that I’m annoyed about but the complete ease that these crooks can get away with it, for years by the looks of it. Why are the authorities allowing these parasites to continue in this way. As it’s under £100 the police are not interested. Anyone using NHS/NHS umbrellas should be done for fraud. I won’t let this matter rest.
application@ehic-e111-card.org
This organisation was trying to charge me £24.99 to renew my E111 card which is not due for renewal for four months. How did they know that my E111 card was due for renewal soon and how did they know my e-mail address. Is someone in government selling our details? I believe this site should be closed down, it is a scam trying to charge for a service that is free.
Richard
I emailed them straight away to get a refund. The next morning they sent me an email saying unfortunately our records state you already have a valid EHIC card. We'll surely then I would be entitled to a refund. I then wrote back asking for my refund and they said no as they had submitted my application.
Please advise me if I can still claim a refund? as they have not provided the service I paid for.
When I phoned the bank, the only way to stop It was to cancel my card, a major inconvenience when going away the next day.
THESE WEBSITES MUST BE STOPPED THEY ARE STEALING PEOPLE's money.
I have emailed to request a full refund and will seek recompense from court of minor claims plus any costs incurred if not refunded within 7 days. Furious!
Even though this is some sort of scam can I cancel the application?
If I do not cancel then do I still receive the card?
emails and web site ehic-e111-card.org
In checking further details website does say not affiliated with NHS and explans they process the applications.
"In January 2016 the NHS changed the way that applications are processed. There is now a registration process in place when making an application.
Please note that the £34.50 charge is per application (2 adults and up to 10 children) and not per person – Please do not use any company that charges for the card itself.
Please submit payment information below to complete your application(s)."
The impression created is that that this a charge levied by government, though this is of course not what is said. The charge was £34.50, She did not pay, though having registered with them she got an email asking her to complete her application, which she ignored.
No one should blame themselves for being taken in: if I hadn't just done my own application (free, via the NHS website) we might have paid up. Why the government allows these spivs to operate is beyond my comprehension: I can't imagine that the legislation banning this fraud would be that difficult to formulate.
It is still active and imposts the NHS site ehic.org.uk. It is an exact copy of the original with all the right words colours and logos, but asks for a one-time application fee of £34.50 by credit card.
It's very devious: I got redirected from the NHS site, and they even operate a registration process and send you account actication emails like the NHS site!!
So - AS SOON AS YOU SEE A CREDIT CARD ENTRY FORM - DO NOT PROCEED.
Ceck out the website address you are on! Exit, clear your PC's cache and start again at NHS choices.
Cheers
Perhaps Doctors' surgeries, hospitals, tv etc should highlight that these cards are free on the NHS website. Taking money for it is a real scam. How about "Rip Off Britain" ?
How is it that they are not made to say that you can apply for free on your own and that they are not part of the NHS?
Why isn't the real website at the top as it probably has the most hits?
Stan
This kind of thing should no be permitted as it makes a mockery of advertising standards and reasonable standards of business conduct to effectively entrap unwary members of the public. It appears despite continued complaints the Company is allowed to continue in operation when there should be no demand for such a service, if there was it should be transparent about its role and storage of personal data and have adequate communication processes and safeguards in place for cancelling an application.
This is misrepresentation and should not be allowed. I really want to get this stopped as it must be happening to many others too.
It's the personal details and where they go that's most worrying .Can't this web site be changed to make it clear it's not run by the NHS
I phoned up the company, using my work phone because I'm not sure how much I was being charged for the 0844 number, and did manage to speak to someone about taking off the additional charge that EHICDirect put on for issuing a reminder of £5. I haven't tried to get the money back. I just put it down to my own stupidity, but will definitely keep an eye on my credit card statement, as I have been assured I can claim back any amount EHICDirect take as long as it is within 30 days.
Like others have said I paid £35 at the end of the application and am really sickened to see I could have got it free.
Unfortunately I didn't read the small print, as thought it was the EHIC NHS site.
2 points. the owners of ehic should be pursued legally and the directors barred from ever operating a company. (I know this might be difficult if they are outside the UK). and Google and other search engines are morally responsible for this issue. They should take action or be fined for not taking action to prevent companies misleading the general public. They know that this takes place - there are forums like this informing them, and of course they have analytics and other BOTS that track all of the data trails.
Got a bit suspicious as the payment entry details looked dodgy but had already entered personal details.
They are sending scam emails saying your card has expired and to follow a link to renew
Shocking!
I hope this has been of use to others who have been caught out.
them as we both had them and have lost them! It was only then I realised how foolish I was. It's because it automatically directs you to filling in the form! Then after all that - not much info and doesn't take long, but then they take payment!!!! No idea what to do about it. I decided to look closer at the form I filled in and of course in small print it explained how they can do it - says it's a way of saving the public hassle - it was far quicker to ring up and speak to someone directly on the phone - took 5 mins. How stupid I feel and very annoyed that the company are cashing in on people!
Surely that in itself is a scam??
I have has several emails from them since. No refund....it says the site states clearly that the card can be obtained for free. I rang my credit card and no payment had been processed by 10 am. I didn't change my card as the person I spoke to said she couldn't advise. When I told the people I had applied to about phoning the credit card company I had a very threatening email from them saying they could sue and it would cost me. They have emailed many times in response to mine and been most unhelpful. I have informed the trading standards. I too am worried in case my credit card is compromised. What now?
I've accepted i've lost my money but how do i get them to take my details off their database ?
EHICDirect don't answer the phone nor do they reply to e-mail.
But I had already entered my name address and NI number and clicked 'next' - as they have a legitimate but unethical way of making money, do they also dabble in identity fraud?
Is there anything else that I need to do. I am presuming that I will be unable to get a refund? Or can I ?
I have just been researching this online and realised my mistake. So am I right in assuming from the above comments that I should report this to Trading Standards?
I did go to my bank, Lloyds Bank and they checked out the company and where the money went, plus I made several phone calls, but they all said the company was not doing anything wrong, as they are an assistance service, therefore I could not get my money back. I have not wrote to trading standards as I assumed I had no rights, due to what the bank have told me.I am worried about data protection, and spent many sleepless nights knowing they have my families details. I cancelled my MasterCard and password straight away. I certainly am not just sitting back, I am disappointed with Lloyds Bank not giving out a refund, and feel sick to the stomach that my families personal details have been given out, I cannot believe I fell for this scam
Thankyou for getting back to me, the transactions were done on the 9th April 2015. There were two transactions on that date, because it would only let me put two adults through per transaction and because my daughter is 19yrs a separate transaction was done for her, so it cost me 2 x £49.
I was really upset with Lloyds Bank for not refunding the money,,especially as I had never tried to claim money back before. I to had to wait 2 weeks for Lloyds Bank to come back to me, while they investigated. When they did come back to me they said I was not entitled to a refund as ehic.org are not doing anything wrong and you pay for an assistance service, which I disagreed with, but Lloyds Bank did not want to know. I hope you get better luck with your bank and get a refund.
Many thanks ??
I think I am more disappointed in Trading Standards and Citizens advice than the scammers! It seems it is perfectly acceptable for this company to "scam" people who are stupid enough to think that they are on a legitimate NHS site. My fault for being naïve and not being more careful. Trading Standards and Citizen's Advice/Trading Standards clearly think that ehicuk.org are legitimate. They have found a loophole and no one is going to stop them which just about sums up how things are in the UK. From the comments on this site, many people have fallen victim and more will. Sadly no one is going to stop them.
Realising my stupid mistake I cancelled the order within minutes of placing the order.......only to be told.
"We have already processed your application and your new EHIC card is on its way. The majority of applications are processed within minutes of payment to ensure a prompt service for customers and as such cannot be cancelled after this time"
Hmm - thats very prompt, especially as they have clearly stated they cannot grant an EHIC themselves.
I have reminded of them of their obligations under Consumer Contracts Regulations, and that my right to cancel an order starts the moment I place an order (online, mail order, over the phone or through a shopping channel) and doesn't end until 14 days from the day I receive the goods.
I have asked them again to cancel the order and process the refund and acknowledge receipt of this.......nothing back yet, next stop Bank / OFT? Any thoughts?
Thanks!
I really hope my bank will refund the money
Also I read the comment from SWF38, thankfully you did double check (I only wish I had done) I too feel sick to the stomach that I gave out my family's birth-date NHS and NI numbers along with my master card details. Hopefully because your transaction did not go through your details will not be recorded.
I only wish something could be done regarding this site, as the stress/worry this as caused me since applying for this EHIC card is unbelievable, as the same with every one else who has fallen victim.
I advise no-one to enter this website and Google should have this site removed, as it is clearly a scam. The email address link they send you cannot be found
How do we go about getting a refund or making ourselves be heard and no one else falls victim of EHICUK.ORG.
Trading standards and Consumer relations are aware of this site so why has nothing being done about it???
Thank you for your response. Contacting Google and others would be a good idea.
Some good news : Today I went to my bank and was told I will get a refund. The reason for this is that EHICUK.org has in BOLD writing " NHS WEB SITE > " then " APPLY ".
If people google : NHS EHIC Renewal then enter EHICUK.org's web site and see in BOLD writing " NHS WEB SITE > " then follow that > instruction to " APPLY " they have clearly been following instructions that led them to believe they have been given instructions to enter the official NHS web site. Once in what they believe to be the safe official NHS web site they would then let their guard down and go on to click what they believed to be the NHS terms & conditions then make a payment to who they believe to be the NHS. At no time during this process have they knowingly or intentionally given their consent or payment to EHICUK.org.
For this reason I was refunded my money and the bank is going to claim it back.
If any others feel that this could have happened to them it would be interesting to know.
In any event the site fooled me and I doubt that my fees will be returned although my bank has suggested that I report my concerns once the debit appears on my account. In any event they will surely know the details of the recipient bank and could presumably set up a reporting system to alert their customers and the regulatory authorities accordingly.
This sort of practice is becoming more widespread with Mobile Phone scams and other ruses designed to part us from our money. This is confidence trickery on a grand scale and it will probably get worse unless the powers that be (including Google) demonstrate the will to tackle the problem and stop these low-life fraudsters from abusing their systems and their users. Even the Police and other enforcement agencies profess great concern but are adept at 'passing the buck' when the time comes to consider complaints made by innocent users. Perhaps GCHQ has more immediate problems at present but is not possible for them to identify the culprits web addresses and cause warning signs to flash up on our screens when suspicious sites are earmarked? The disgusting practitioners who deliberately fleece innocent people are internet terrorists.
I like to think that once bitten I will be twice shy; but you can never bank on it. The web has become a dangerous place often frequented by fraudsters and villains. Every effort must be made to protect the public from criminal activity wherever it is found.
Not the NHS official EHIC website which is EHIC.org.
You can search the internet everywhere and find really angry people that feel that this should be stopped and the NHS needs to ban the use of third parties dealing with peoples applications for the EHIC that are free of charge. It's simple : The NHS should only accept applications from the named person that the card will be issued to. This would stop this Legalized Criminality and other tactics that are wrong and CLEARLY RIPPING PEOPLE OFF.
The company I used was Ehic UK. The Free Government site should find some way of being placed at the top in the search queue.
Do I have any comeback against them - and will I receive the card?
While looking into this I noticed that they had sent a newsletter to University Students informing them that they should get an EHIC card. The newsletter is correct in it's information however it does take the reader to their page and invites the to sign up and make the same mistake I made. Is there anything I can do for my own sake? and is there any way to stop them from tricking all these students into signing up for their services? Thank you for your advice.
Camilla
Dee
I have paid yesterday for a replacement card. I now see that I should not have done so.
Is there any way I can claim a refund?
I am a lady well into retirement and also disabled.
As the site should not have charge me I gave them my card number and now I am worried this might not be as secure as it could be.
Please could you advise me?
thank you.
Mrs. C. Dean
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