identi Reviews 

Reply from identi

Aug 4, 2026

Thank you for taking the time to leave your review. We're very sorry to hear about the confusion you've experienced, and we completely understand why this situation has raised questions.

From what you've described, it sounds like there may have been a misunderstanding regarding the role of Identibase. We are the DEFRA-compliant microchip database responsible for securely storing and maintaining pet microchip registration records, but we are not the organisation that implants microchips. The microchip itself is supplied and implanted by a veterinary practice or other authorised implanter, so we are unfortunately unable to comment on what took place during your appointment or why the microchip was presented as already registered.

There are a number of legitimate reasons why a microchip may already appear on a database, and it does not necessarily indicate that anything untoward has occurred. Without reviewing the specific microchip record, it would be inappropriate for us to speculate on the reason.

If you give our Customer Care team a call with the full microchip number, we would be more than happy to investigate the history of the chip, explain what we can see on the record, and answer any questions you may have. We can also advise you on the appropriate next steps should anything need further investigation.

We're sorry that your first experience after having your cat microchipped has been confusing, and we'd really welcome the opportunity to clarify the situation for you. We hope you'll get in touch so we can help resolve your concerns.

Warm regards,

Ben
Identibase

Reply from identi

Aug 12, 2026

Thank you so much for taking the time to leave such a lovely review!

We’re absolutely delighted to hear that you found our team so helpful from start to finish while setting up your two additional pets with Identibase. It’s fantastic to know that the process was straightforward and that you felt supported throughout.

We understand how important it is to make sure all of your pets’ microchip details are correctly registered and kept together in one place, so it’s wonderful to hear that our team was able to guide you through everything and make adding your two pets as easy as possible.

Providing friendly, knowledgeable, and efficient support is exactly what we strive for, and your kind feedback is wonderful recognition of the care our Customer Care team puts into helping pet owners every day.

Thank you again for your fantastic comments and for choosing Identibase for your pets. We truly appreciate your trust and support, and we wish you and all of your pets many happy, healthy, and safe years together.

If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Aug 12, 2026

Thank you so much for taking the time to leave such a wonderful review!

We’re delighted to hear that our team responded promptly to your query and was able to work with you to find a suitable solution. Providing quick, professional, and helpful support is exactly what we strive for, so it’s fantastic to know that your issue was resolved quickly and amicably.

It’s particularly pleasing to hear that our team took the time to understand the situation and look for a resolution without hesitation. Where we can help resolve an issue and put things right for our customers, we always want to do so, and we’re pleased that on this occasion we were able to resolve the matter for you without charge.

Your feedback is wonderful recognition of the approach we want our Customer Care team to take every day – listening to our customers, understanding their circumstances, and doing everything we reasonably can to help.

Thank you again for your fantastic feedback and for choosing Identibase. Your comments mean a great deal to the whole team and encourage us to continue delivering the high standard of service that our customers and their pets deserve.

If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Aug 12, 2026

Thank you so much for taking the time to leave such a wonderful review!

We’re delighted to hear that you had such a positive experience with our call handler and that you found him courteous, friendly, and informative. It’s particularly pleasing to hear that he took the time to be thorough and make sure he was providing you with the best and most accurate answers to your questions.

Taking the time to properly understand a customer’s query and investigate the available information rather than simply providing a quick answer is something we really value. We want our customers to leave every conversation feeling confident that they have been listened to and given clear, reliable information, so your comments are fantastic recognition of the approach we expect from our team.

We’ll be sure to share your lovely feedback with the advisor and the wider team. Knowing that his patience, thoroughness, and commitment to finding the right answers were appreciated will mean a great deal to him.

Thank you again for your kind words and for choosing Identibase. Your feedback encourages us to continue delivering the friendly, professional, and knowledgeable service that pet owners deserve.

If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Aug 12, 2026

Thank you so much for taking the time to leave such a lovely review!

We’re absolutely delighted to hear that you’ve found everyone at Identibase to be helpful, friendly, and understanding. Providing a service where our customers feel listened to, supported, and confident that their concerns will be taken seriously is incredibly important to us.

It’s fantastic to hear that our team takes the time to listen to your questions and work with you to resolve any issues. We understand that contacting customer service can sometimes be stressful, particularly when you're dealing with something important relating to your pet, so we always aim to make every interaction as straightforward, reassuring, and positive as possible.

Your kind feedback is wonderful recognition of the care and professionalism our Customer Care team demonstrates every day. Knowing that you feel our team genuinely listens and gets things sorted means a great deal to everyone here and encourages us to continue maintaining the high standard of service our customers deserve.

Thank you again for your fantastic feedback and for continuing to trust Identibase. We truly appreciate your support and wish you and your pets many happy, healthy years together.

If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Aug 12, 2026

Thank you so much for taking the time to leave such a wonderful review!

We’re delighted to hear that you contacted us about the email you received regarding Molly’s microchip and that our team was able to reassure you that her registration was up to date.

We completely understand why receiving an unexpected message suggesting that your pet’s microchip was due to expire would cause concern. It’s always better to check directly with the database where your pet is registered rather than relying on unsolicited communications, and we're pleased that you took the time to contact us so we could check Molly’s record and put your mind at ease.

We’re also particularly pleased to hear how much you appreciated being able to speak directly to one of our team members. We know that sometimes you simply want to explain a problem to a real person, ask questions, and receive an immediate answer rather than having to go back and forth by email. Providing that personal, accessible support is something we really value at Identibase.

Your recommendation means a great deal to us, and we’re thrilled that our call handler was able to provide the reassurance and information you needed so quickly. We’ll be sure to share your lovely feedback with the team.

Thank you again for your fantastic review and for choosing Identibase. We wish you and Molly many happy, healthy, and safe years together. If you ever receive anything else that concerns you or have any questions about Molly’s microchip record, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Aug 5, 2026

Thank you for taking the time to share your feedback. We're genuinely sorry to hear that you feel disappointed with your experience, as providing clear information and excellent customer service is always our priority.

We would like to clarify that the £39 charge you have referred to is for a Transfer of Keepership. This is different from simply updating contact details on an existing record. A transfer of keepership is the process of changing the registered keeper of a pet from one person to another. As a DEFRA-compliant database, we have a responsibility to ensure these changes are carried out securely and accurately to protect both pets and keepers.

The transfer process involves much more than updating a record. It includes validating the request, carrying out appropriate checks, maintaining a complete audit trail, and ensuring the transfer complies with DEFRA requirements. We also manage any situations where a transfer may be disputed or refused by the current registered keeper. In these cases, our team investigates the circumstances, communicates with the parties involved where appropriate, and ensures the correct process is followed before any changes are made. This administration helps protect both the existing registered keeper and the person requesting the transfer, while maintaining the integrity of the UK's largest DEFRA-compliant pet microchip database.

The £39 transfer fee also includes 12 months of our premium pet protection service, which provides additional benefits such as unlimited contact detail updates, lost pet support and alerts if your pet's microchip is scanned while reported missing. The subscription element is included as part of the transfer package and automatically renews annually after the first year to ensure those protection benefits continue uninterrupted. Renewal reminders are sent in advance, and customers are free to cancel the renewal at any time should they no longer wish to continue with the service.

The £15 annual subscription you mention is a separate product and is not an alternative to a Transfer of Keepership. It is available to customers who are already the registered keeper of their pet and simply wish to benefit from unlimited updates to their own contact details and our additional protection services. It does not transfer the registered keepership of a pet from one person to another, which is why it would not have been appropriate in your circumstances.

We certainly never want our customers to feel misled, and we're sorry if this wasn't as clear as it could have been during your journey. If you would like us to review your experience or discuss the process in more detail, our Customer Care team would be more than happy to help.

Thank you again for your feedback, and we appreciate you taking the time to share your experience.

Warm regards,

Ben
Identibase

Reply from identi

Aug 12, 2026

Thank you so much for taking the time to leave such a wonderful review!

We’re absolutely delighted to hear that everyone you spoke to was super efficient and able to help resolve your problem. Providing prompt, professional, and effective support is exactly what we strive for, so it’s fantastic to know that your experience with our team was such a positive one.

We understand how frustrating it can be when you have an issue that needs resolving, so our aim is always to make the process as straightforward and stress-free as possible. It’s wonderful to hear that our team was able to work with you, understand the situation, and get everything sorted efficiently.

Your kind feedback means a great deal to the whole team and is fantastic recognition of the effort our Customer Care advisors put into helping pet owners every day. Knowing that you felt well supported throughout your experience is exactly the outcome we want for every customer.

Thank you again for your lovely comments and for choosing Identibase. We truly appreciate your support, and if you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Aug 12, 2026

Thank you so much for taking the time to leave such a lovely review!

We’re delighted to hear that our team was able to get in touch with you after your bank card changed and that you appreciated the efforts made to ensure your pet’s cover could continue without interruption.

We completely understand how easy it is to overlook a subscription renewal when everyday life gets busy, particularly when a bank card has been replaced. Our team works hard to make sure customers are kept informed and have the opportunity to update their payment details, rather than unexpectedly losing access to the benefits of their chosen pet protection service.

It’s fantastic to hear that our team’s persistence and communication gave you reassurance that your pet’s cover could continue. Our aim is always to provide a reliable service while making sure our customers have clear opportunities to keep their accounts and payment details up to date.

Your feedback is wonderful recognition of the care and dedication our team puts into supporting pet owners. It means a great deal to know that you felt we made every effort to contact you and help maintain your pet’s protection.

Thank you again for your fantastic feedback and for continuing to trust Identibase with your pet’s details and protection. We truly appreciate your support and wish you and your pet many happy, healthy, and safe years together.

If you ever need any further assistance or have any questions, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Aug 14, 2026

Thank you for taking the time to share your experience with us.

Firstly, I am truly sorry to hear about the loss of Xena. From everything you have written, it is very clear how deeply loved she was, and I can only imagine how difficult this period must be for you.

I’m particularly sorry that trying to deal with Xena’s records and the emails you received has added to your distress at what is already an incredibly painful time. The last thing we would ever want is for a customer who is grieving the loss of a much-loved pet to feel that they have to struggle with our website or feel unable to get the help they need.

I would really like the opportunity to look into everything you have described personally and make sure we understand exactly what happened, including the difficulties you experienced accessing your account, the renewal communications, and updating Xena’s record.

Please could you contact us directly and ask for my attention, quoting this review? Our team will be happy to make sure this is passed to me so I can look into the circumstances for you and see what we can do to put things right.

Thank you again for bringing this to our attention. I’m genuinely sorry that your experience has caused you additional upset during such a heartbreaking time, and I hope we can speak with you directly and provide the support you should have received.

Warm regards,

Ben
Identibase

Reply from identi

Aug 12, 2026

Thank you for taking the time to leave such a lovely review!

We’re delighted to hear that you received a speedy and thorough response from our team. Providing prompt, professional, and knowledgeable support is exactly what we strive for, so it’s fantastic to know that we were able to assist you efficiently while still taking the time to make sure your query was properly addressed.

We understand how important it is for pet owners to receive clear information and have their questions dealt with without unnecessary delays. Our Customer Care team works hard every day to provide exactly that, and your feedback is wonderful recognition of their efforts.

Your kind comments mean a great deal to the whole team and encourage us to continue maintaining the high standard of service our customers and their pets deserve.

Thank you again for your feedback and for choosing Identibase. If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Aug 12, 2026

Thank you so much for taking the time to leave such a fantastic review!

We’re absolutely delighted to hear that Paris provided you with outstanding service and was able to help you navigate what sounds like a fairly complicated situation with your new dog and the transfer from another microchip database.

We understand that moving a pet's registration between databases can sometimes feel complicated, particularly when there are existing records that need to be checked and updated. It’s fantastic to hear that Paris was able to take the time to understand your circumstances, explain what was required, and deal with everything professionally and efficiently.

Providing knowledgeable, patient, and professional support is exactly what we strive for at Identibase, so your comments are wonderful recognition of the service Paris provides to our customers. We’ll be sure to pass your kind words and praise on to her – she’ll be absolutely thrilled to know that she made such a positive impression.

We’re also particularly grateful to hear that you would strongly recommend Identibase for microchip matters. Helping pet owners feel confident that their pets’ records are accurate, secure, and properly registered is at the heart of what we do, and it’s fantastic to know that your experience has given you that confidence.

Thank you again for your brilliant feedback and for choosing Identibase. We truly appreciate your support and wish you and your new dog many happy, healthy years together. If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Aug 12, 2026

Thank you for taking the time to leave such a lovely review!

We’re delighted to hear that you found our staff friendly and helpful. Providing a warm, knowledgeable, and supportive service is exactly what we strive for, so it’s fantastic to know that you had such a positive experience when dealing with our team.

We understand how important it is for pet owners to feel confident that they can speak to someone who is willing to listen, answer their questions, and provide the help they need. Your kind feedback is wonderful recognition of the care and professionalism our team puts into every customer interaction.

Thank you again for your lovely comments and for choosing Identibase. Your feedback means a great deal to the whole team and encourages us to continue delivering the high standard of customer service that pet owners deserve.

If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Jul 31, 2026

Thank you so much for taking the time to leave such a wonderful review!

We’re absolutely delighted to hear that Piper provided you with such a positive experience and that she couldn’t have been more helpful. Delivering friendly, polite, and professional customer service is exactly what we strive for, so it’s fantastic to know that your experience reflected the high standards we aim to deliver every day.

It’s wonderful to hear that all of your queries were dealt with efficiently and that Piper’s courteous and helpful approach made such a positive impression. We understand how important it is for our customers to receive clear, timely, and knowledgeable support, and we’re delighted that Piper was able to provide exactly that.

We’ll be sure to pass your kind comments on to Piper, who will be thrilled to know that her support was so highly appreciated. Recognition like yours means a great deal to both Piper and the wider team and encourages us to continue delivering exceptional customer care to every pet owner who contacts us.

Thank you again for your fantastic feedback and for choosing Identibase. We truly appreciate your support and wish you and your pet many happy, healthy years together. If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Jul 31, 2026

Thank you so much for taking the time to leave such a fantastic review!

We’re absolutely delighted to hear that you’ve been with Identibase for almost a year and that your experience has been faultless. It’s wonderful to know that your recent call to update your details and membership was quick, straightforward, and efficient.

We’re especially pleased to hear your kind comments about Izzy. Providing friendly, professional, and knowledgeable support is exactly what we strive for, so it’s fantastic to know that she was able to make the process smooth and deliver the five-star service you described. We’ll be sure to pass your lovely feedback on to her – she’ll be absolutely delighted to know that her help and support were so appreciated.

Your kind words mean a great deal to the whole team. It’s incredibly rewarding to know that we’ve been able to provide you with a consistently positive experience over the past year, and feedback like yours motivates us to continue delivering the high standard of customer care that pet owners deserve.

Thank you again for your wonderful review and for placing your trust in Identibase. We truly appreciate your continued support and wish you and your pet many happy, healthy years together. If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Jul 31, 2026

Thank you for taking the time to leave your feedback.

We're sorry to hear that you found our website confusing, and we appreciate you bringing this to our attention. We certainly never want our customers to feel uncertain about the services we offer or the options available to them.

We're pleased that you contacted our Customer Care team before proceeding, as they were able to explain how our services work and answer your questions.

To clarify for both yourself and other readers, receiving a reminder email to check your pet's details does not mean that you are required to purchase a subscription. These emails are sent periodically to encourage pet owners to review their pet's microchip information and ensure it remains accurate and up to date, as recommended by DEFRA and animal welfare organisations. Keeping contact details current is one of the most important factors in helping reunite lost pets with their families.

Our website offers a range of services, including optional subscription products that provide enhanced pet protection benefits in addition to allowing unlimited updates while the subscription is active. These subscriptions are entirely optional and are designed for customers who wish to take advantage of the additional protection services they include.

If your details have not changed, there is nothing further you need to do following one of our reminder emails. If you do need to make changes, there are a number of options available depending on the type of update required and the service you wish to use.

We're sorry that the information wasn't as clear as it could have been and that it gave you the impression you were being asked to purchase something unnecessarily. That is certainly not our intention. Customer feedback like yours is extremely valuable, and we'll ensure your comments are shared with the relevant teams as we continually review how we present information on our website to make it as clear and straightforward as possible.

Thank you again for taking the time to share your experience. We genuinely appreciate your feedback, and if you ever have any questions about your account or our services, please don't hesitate to get in touch – we're always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Jul 31, 2026

Thank you so much for taking the time to leave such a wonderful review!

We're absolutely delighted to hear that Daisy was able to assist you so effectively and resolve the issue with the microchip quickly. It's fantastic to know that she asked all the right questions, identified the problem efficiently, and was able to provide the support you needed.

We'd also like to thank you for the incredible work you do as a volunteer for a rescue. The dedication and compassion shown by rescue organisations make an enormous difference to the lives of so many animals, and we're proud to be able to support those efforts by helping ensure microchip records are accurate and up to date.

Providing knowledgeable, friendly, and efficient customer service is exactly what we strive for, particularly when working with rescue organisations where timely and accurate information can be so important. We're delighted that Daisy delivered the level of service we aim to provide and made the process straightforward for you.

We'll be sure to pass your kind comments on to Daisy, who will be absolutely thrilled to know that her knowledge and helpful approach made such a positive impression. Feedback like yours means a great deal to our whole team and encourages us to continue delivering the highest standard of customer care.

Thank you again for your lovely review, and thank you for everything you do to help animals in need. We truly appreciate both your support and your commitment to animal welfare. If we can ever assist you again in the future, please don't hesitate to get in touch – we'll always be here and happy to help.

Warm regards,

Ben
Identibase

Reply from identi

Jul 31, 2026

Thank you for taking the time to leave your feedback.

Firstly, we are truly sorry to hear about the loss of your cat. We know that losing a beloved pet is incredibly difficult, and we can only imagine how upsetting it must have been to continue receiving emails afterwards. Please accept our sincere condolences.

We're very sorry that our communications caused you additional distress. That is never our intention, and we completely understand why receiving these emails would have been upsetting.

If you have already notified us that your cat has sadly passed away, we would very much like the opportunity to investigate why these emails have continued to be sent. From your review alone, we're unfortunately unable to identify your account, but this certainly isn't the experience we want any customer to have.

There can occasionally be circumstances where automated communications continue if an account hasn't updated as expected, and we'd like to review your record to ensure everything has been processed correctly. If you could contact our Customer Care team, we'll be more than happy to investigate, update your account where necessary, and make sure no further unnecessary communications are sent.

We genuinely appreciate you bringing this to our attention. Feedback like yours helps us improve our processes and ensure we handle these sensitive situations with the care and compassion they deserve.

Once again, we're very sorry for your loss, and we hope you'll accept our apologies for any additional upset these emails have caused.

Warm regards,

Ben
Identibase

Reply from identi

Jul 31, 2026

Thank you for taking the time to leave your feedback.

We're very sorry to hear that you found the cancellation process frustrating, as this is certainly not the experience we want our customers to have.

We'd like to reassure both yourself and other readers that we do not design our systems to make it difficult for customers to cancel their subscriptions. We believe our customers should be able to make informed choices about the services they use, and if they decide a subscription is no longer right for them, we want that process to be as straightforward as possible.

Subscriptions can be cancelled by contacting our Customer Care team via telephone, email, or live chat, where one of our advisors will be happy to assist. Our aim is always to resolve requests promptly while ensuring we have completed the appropriate security checks to protect our customers' accounts.

We're sorry to hear that you found the website difficult to navigate and that you received conflicting information from our chatbot. That certainly isn't the standard we expect, and your comments are valuable as they help us identify areas where we can improve both our online journey and the information we provide.

We would welcome the opportunity to investigate your experience further and understand exactly where the process fell short. If you haven't already done so, please contact our Customer Care team and we'll be happy to review your account, process any outstanding requests, and discuss any concerns you may have.

Thank you again for bringing this to our attention. We genuinely appreciate your feedback and will ensure your comments are shared with the relevant teams as part of our ongoing commitment to improving the customer experience.

Warm regards,

Ben
Identibase

Reply from identi

Jul 31, 2026

Thank you so much for taking the time to leave such a wonderful review!

We’re absolutely delighted to hear that our team was able to help you access your cat’s microchip certificate and that your experience was such a positive one.

We understand how important it is for our customers to be able to access their pet’s documentation quickly and easily, so it’s fantastic to know that the advisor you spoke to was friendly, helpful, and able to email your certificate through promptly. Providing efficient, professional, and approachable customer service is exactly what we strive for, and it’s wonderful to hear that your experience reflected these values.

Your kind feedback means a great deal to the whole team and is a fantastic recognition of the care and dedication our advisors show every day. We’re committed to making every interaction as straightforward and stress-free as possible, whether it’s answering a question, updating details, or helping customers access important information about their pets.

Thank you again for your lovely review and for choosing Identibase. We truly appreciate your support and wish you and your cat many happy, healthy years together. If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase