identibase Reviews 

Reply from identibase

5 days ago

Thank you for taking the time to share your feedback.

We’re sorry to hear that you were unhappy with your experience, and we’d like to clarify the situation as there appears to be some confusion around the process and the charges involved.

Registration with Identibase is free and there is no additional cost simply to register a pet on our database. From your description, however, it sounds as though the situation required a transfer of keepership rather than a straightforward registration.

A transfer of keepership is a different process. This is required when the registered keeper of a microchipped pet needs to be changed, and it involves additional checks and administration to ensure that the record is transferred correctly and securely. We cannot simply change the name on a microchip record without carrying out the appropriate process, as the information held on the database needs to be accurate and properly verified.

If your veterinary practice gave you the impression that this would simply be a free registration, we’re sorry for any confusion or misunderstanding this may have caused. Identibase is separate from the veterinary practice, and the requirements for transferring an existing microchip record are something our team must follow to ensure the integrity of the database.

We completely understand that nobody wants to be faced with an unexpected charge, particularly when they have been told something different beforehand. However, we hope this explains why the service you required was chargeable and why it differs from simply registering a new pet, which is free.

We would always be happy to explain the process and the reason for any charge before proceeding, and we’re sorry if this was not made clear to you.

We do, of course, respect that you were disappointed with your experience, although we would be grateful if you would consider whether the one-star rating reflects the service Identibase actually provided, particularly if the misunderstanding originated from information provided by the veterinary practice rather than our team.

Thank you again for taking the time to raise your concerns. If you would like us to look into your individual circumstances further, please get in touch with our team and we’ll be happy to help.

Warm regards,

Ben
Identibase

Reply from identibase

8 hours ago

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

We’re delighted to hear that Olivia was able to help you with your administrative issue and get everything sorted quickly and efficiently. It’s fantastic to know that she was also friendly and approachable throughout your interaction.

We understand that even a relatively simple administrative issue can be frustrating when you’re trying to get something resolved, so our aim is always to make the process as straightforward and hassle-free as possible. Having a helpful member of the team who can quickly understand the issue and take the necessary steps to resolve it makes all the difference.

It’s wonderful to hear that Olivia provided exactly that level of service for you. Providing friendly, professional, and efficient support is something we take great pride in, and your feedback is fantastic recognition of the care Olivia puts into helping our customers.

We’ll be sure to pass your kind comments on to Olivia. Knowing that she was able to resolve your issue quickly while making the experience a positive one will mean a great deal to her.

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, 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 identibase

6 hours ago

Thank you so much for taking the time to leave such a lovely review and for sharing your experience of moving across from Animal Tracker to Identibase.

We’re sorry that you initially had difficulty logging in because you hadn’t received your activation email. We appreciate how frustrating that must have been, particularly when you were expecting the migration process to be straightforward.

We’re delighted, however, that once you contacted us, one of our friendly team members was able to quickly identify the issue and get everything resolved for you. It’s fantastic to hear that she was helpful, efficient, and made sure you could access your Identibase account without any unnecessary delay.

The migration from Animal Tracker to Identibase is designed to make sure your existing pet information continues to be held safely and securely, while giving you access to the services and support available through Identibase. We understand how important it is to customers to know that their pets’ microchip records have transferred correctly, so our team is always on hand to help if anyone experiences difficulties during the process.

Your feedback is a great example of why having a friendly Customer Care team is so important. While we aim to make the online process as simple as possible, we know that sometimes things don’t go exactly to plan, and being able to speak to someone who can listen, investigate, and resolve the issue makes all the difference.

We’ll be sure to pass your kind comments on to the advisor who helped you. Knowing that she was able to get everything sorted quickly and provide such a positive experience will mean a great deal to her.

Thank you again for your patience, your fantastic feedback, and for making the move across to Identibase with us. We’re really pleased to have you and your pets with us and hope you find your Identibase account straightforward and easy to use.

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 identibase

8 hours ago

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

We’re absolutely delighted to hear what a great experience you had when you contacted us and, in particular, that Luke was such a fantastic help. It’s brilliant to know that you finished the call feeling confident and reassured that your dog’s details are safely recorded with Identibase.

Providing peace of mind to pet owners is at the heart of everything we do. We understand that our pets are much-loved members of the family, and knowing that their microchip information is correctly registered and that there is support available should they ever go missing can make a huge difference.

It’s fantastic to hear that Luke was able to give you that reassurance while also making the conversation such a positive experience. A friendly, knowledgeable, and confident advisor can make all the difference, particularly when discussing something as important as your pet’s safety.

We’ll be sure to pass your lovely comments on to Luke. Knowing that he made such a great impression and left you feeling confident about your dog’s registration will mean a great deal to him.

Thank you again for your fantastic feedback and for trusting Identibase with your dog’s important microchip information. We truly appreciate your support and wish you and your dog 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 identibase

8 hours ago

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

We’re absolutely delighted to hear that Ellie was able to help you when you couldn’t find Tilly’s microchip number. We understand how important it is to have access to your pet’s microchip information, so it’s fantastic to know that Ellie was able to locate the details and send you Tilly’s microchip certificate.

We’re sorry to hear that you initially had trouble opening the certificate, but it’s great to know that when you contacted Ellie again, she responded promptly and sent it through once more, making sure you could access the information you needed.

This is exactly the level of customer service we want to provide. It’s not simply about answering a question; it’s about making sure the customer has everything they need and following things through until the issue is properly resolved. Ellie’s willingness to help and respond so quickly is a fantastic example of this.

We’ll be sure to pass your lovely feedback on to Ellie. Knowing that you were so impressed with her help and that she made the whole process straightforward will mean a great deal to her.

Thank you again for your fantastic feedback and for trusting Identibase with Tilly’s important microchip information. We truly appreciate your support and wish you and Tilly 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 identibase

6 hours ago

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

We’re sorry to hear that you had difficulty completing the registration of your elderly rescue cat online and appreciate how frustrating it must have been to spend time trying to get everything sorted.

Please don’t worry about trying again yourself. If you contact our Customer Care team directly, one of our friendly advisors will be more than happy to help you. We can talk through what you’re trying to do, assist with the registration process, and make sure your cat’s microchip details are correctly registered.

We understand how important it is to have your pet’s information safely recorded and up to date, particularly with an elderly rescue cat, and we want to make the process as straightforward and stress-free as possible for you.

We’d really welcome the opportunity to help resolve this for you, so please get in touch with our team and we’ll be happy to assist.

Thank you again for your feedback, and we hope we can help get everything sorted quickly for you and your cat.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 20, 2026

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

We’re delighted to hear that you didn’t have to wait in a queue and that Luke was able to sort everything out for you over the phone. It’s particularly fantastic to hear that he stayed on the call while you logged into your account to make sure everything was working correctly before finishing the conversation.

Taking that extra time to make sure a customer is fully up and running, rather than simply assuming everything has been resolved, is exactly the level of care we want our team to provide. It’s wonderful to know that Luke was patient and supportive throughout and gave you the reassurance that everything was in order.

We’ll be sure to pass your kind comments on to Luke. Knowing that his willingness to stay with you and make sure everything was working properly was so appreciated will mean a great deal to him and is fantastic recognition of the service he provides.

Thank you again for your lovely feedback and for choosing Identibase. 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 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 identibase

Aug 20, 2026

Thank you for taking the time to share your feedback, and firstly, please accept our sincere apologies for the frustration and confusion you experienced when trying to contact us.

You are absolutely right that if our automated message advises that our lines are open, you should not then be met with a message saying that the office is closed. We completely understand why this would be frustrating, particularly when you are trying to contact us about something important.

On this occasion, we temporarily closed our main customer service lines at certain times to allow us to carry out essential staff training. This training is important to ensure our team continues to have the knowledge and skills needed to provide the high standard of service our customers expect, but we fully appreciate that this should have been communicated much more clearly.

I will specifically pass your feedback on regarding our systems and automated messaging. The fact that our systems did not clearly communicate these temporary closures meant that you were understandably given conflicting information, and that is something we need to improve.

I would also like to reassure you that our emergency missing-pet lines remained contactable via our dedicated emergency numbers during these periods. We take missing pet situations extremely seriously, and our emergency support arrangements remain in place to ensure that customers who genuinely need urgent assistance can still access the appropriate service.

That said, we completely appreciate your wider point. Even when a query isn't an emergency, customers should be able to rely on the opening hours and information provided to them. We’re sorry that your experience fell short of that expectation.

Thank you again for bringing this to our attention. Your feedback is genuinely valuable and will be shared with the relevant teams so we can make sure any future temporary changes are communicated clearly and accurately.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 20, 2026

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

We’re absolutely delighted to hear that Lucy was excellent and that she made such a positive impression during your experience with us.

Providing friendly, knowledgeable, and professional support is exactly what we strive for, so it’s fantastic to know that Lucy delivered the level of service we expect from our Customer Care team. Even a short review like yours means a great deal, particularly when it recognises one of our advisors individually.

We’ll be sure to pass your kind comments on to Lucy. Knowing that you felt she provided an excellent service will be wonderful recognition for her and a great encouragement to continue supporting our customers to such a high standard.

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, 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 identibase

Aug 20, 2026

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

We’re absolutely delighted to hear that your call was answered so quickly and that our team was able to deal with your query promptly and efficiently. It’s also wonderful to know that you found the advisor so pleasant to deal with.

We understand that when you contact us, you want your query handled without unnecessary delays, while still receiving a friendly and professional service. It’s fantastic to hear that we were able to provide both and make your experience a positive one.

Providing quick, efficient, and personable customer service is something we take great pride in, and your feedback is wonderful recognition of the hard work our Customer Care team puts in every day.

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, 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 identibase

Aug 20, 2026

Thank you for taking the time to share your feedback.

We appreciate that receiving emails asking you to check or confirm your pet’s microchip details may be confusing, particularly if you have chosen not to receive marketing communications.

If you are referring to the emails we send asking you to check that your pet’s microchip information is accurate and up to date, these are not marketing emails. They are important service communications that we are required to send as part of our obligations around maintaining accurate microchip records and supporting DEFRA requirements.

Because these emails are essential to helping ensure that the information held on your pet’s record remains accurate and up to date, turning off marketing communications or marketing permissions would not prevent these particular emails from being sent. They are separate from promotional or marketing communications.

We completely understand, however, that it may not always be clear why you are receiving a particular email or what type of communication it is. If you contact us directly, we would be more than happy to look at the specific emails you have been receiving and explain exactly why they have been sent and what they relate to.

Thank you again for taking the time to raise this with us. We hope this helps clarify the distinction, and our friendly Customer Care team will be happy to assist further if you need any additional information.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 20, 2026

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

We’re delighted to hear that Daniel provided such a friendly yet professional service and was able to deal with your call quickly while still taking the time to be thorough.

We understand that customers want their queries resolved efficiently, but it’s equally important that they feel listened to and confident that everything has been properly dealt with. It’s fantastic to hear that Daniel was able to strike that balance and provide you with both a speedy and thorough service.

Providing knowledgeable, efficient, and personable support is exactly what we strive for at Identibase, and your feedback is wonderful recognition of the approach we expect from our Customer Care team.

We’ll be sure to pass your kind comments on to Daniel. Knowing that you appreciated his friendly manner, professionalism, and efficiency will mean a great deal to him and is fantastic encouragement for the wider team.

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, 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 identibase

Aug 20, 2026

Thank you so much for taking the time to leave your feedback!

We’re delighted to hear that our call handler was able to help you make the changes you needed and dealt with everything efficiently. It’s also lovely to hear that you found them such a pleasant person to speak with.

We understand that even small changes to an account are important, particularly when they relate to your pets’ information, so our aim is always to make these requests as straightforward and hassle-free as possible. It’s fantastic to know that your query was dealt with quickly and efficiently while still providing a friendly and positive experience.

Providing knowledgeable, efficient, and personable customer service is something we take great pride in, and your feedback is wonderful recognition of the approach our Customer Care team aims to provide every day.

Thank you again for your kind comments and for choosing Identibase. We truly appreciate your support and wish you and 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 identibase

Aug 20, 2026

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

We’re absolutely delighted to hear that the lovely lady you spoke with was able to help when you were unable to update your pets’ details online. It’s fantastic to know that she was able to get everything up to date for you and make the process feel so easy and straightforward.

We understand that not every request can always be completed online, and when that happens, it’s important that our customers have the option to speak to someone who can listen to what they need and help find the right solution. It’s great to hear that our advisor was able to do exactly that and also explain how we could help get the details for your other pets updated so that everything can be managed together.

Having all of your pets’ important microchip information in one place makes keeping their records up to date much easier, and it’s wonderful to know that you now have that reassurance and convenience.

We’ll be sure to pass your kind comments on to the advisor who helped you. Knowing that she made the process so simple and left you feeling so pleased with the service will mean a great deal to her.

We’re also thrilled to hear that you would highly recommend Identibase. Recommendations like yours are incredibly valuable to us and are a great reflection of the friendly, helpful, and professional service our team aims to provide every day.

Thank you again for your fantastic feedback and for trusting Identibase with your pets’ important microchip information. We wish you and all 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 identibase

Aug 20, 2026

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

We’re absolutely delighted to hear that Jacob was so lovely to speak with and that he was able to resolve your issue within just a couple of minutes. It’s fantastic to know that he took the time to explain everything thoroughly while also making sure your query was dealt with quickly and efficiently.

Providing clear and helpful information is incredibly important to us. We understand that when you contact us with a question or problem, you want to speak to someone who will listen, understand what you need, and give you the confidence that everything has been properly dealt with. It’s wonderful to hear that Jacob provided exactly that experience.

We’ll be sure to pass your kind comments on to Jacob. Knowing that you found him so helpful, thorough, and pleasant to speak with will mean a great deal to him and is fantastic recognition of the customer service he provides.

We’re also thrilled to hear that you would highly recommend Identibase. Recommendations such as yours mean a great deal to us and are a great reflection of the hard work our Customer Care team puts in every day to support pet owners.

Thank you again for your brilliant feedback and for choosing Identibase. 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 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 identibase

Aug 20, 2026

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

We’re absolutely delighted to hear that you received great customer care and that your problem was resolved quickly and professionally. Providing efficient support while making sure our customers feel listened to and well looked after is exactly what we strive for at Identibase.

We understand that when you contact us with an issue, you want to know that it will be taken seriously and dealt with as efficiently as possible. It’s fantastic to hear that our team was able to understand your situation, provide the right support, and get everything resolved without unnecessary delay.

Your feedback is wonderful recognition of the hard work our Customer Care team puts in every day. We’ll be sure to share your kind comments with the wider team, as feedback like this is incredibly encouraging and helps us continue maintaining the high standard of service we aim to provide.

Thank you again for your brilliant feedback and for choosing Identibase. 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 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 identibase

Aug 20, 2026

Thank you for taking the time to share your feedback.

We’re sorry to hear that you felt frustrated by the information you saw when accessing your pet’s details. We completely understand that when you follow a link specifically to check your pet’s microchip information, you want to be able to get to your account and records as easily as possible.

The link provided takes you through to the Identibase website and into your account, where you can access and manage your pet’s details. Like any website, we do advertise the services and products that we offer, and these may be presented alongside the account and information you are accessing.

We would, however, like to reassure you that the services we advertise are entirely optional. Seeing information about an additional service does not prevent you from accessing or checking your pet’s details, and you are not required to purchase anything simply to view your existing records.

We appreciate that everyone has different preferences when navigating a website, and your feedback is valuable in helping us consider how we present information to our customers. Our aim is always to make accessing important pet information as clear and straightforward as possible.

Thank you again for sharing your experience and for trusting Identibase with your pet’s important microchip information. We truly appreciate your support and wish you and your pet many happy, healthy, and safe years together.

If you have any difficulty accessing your account or checking your pet’s details, our friendly Customer Care team will always be happy to help.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 20, 2026

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

We’re sorry to hear that there was some confusion initially and that, when you contacted us to make payment, you discovered that the transfer had not been completed as you had expected. We appreciate that this must have been frustrating, particularly when you believed everything had already been dealt with.

We’re therefore delighted to hear that Carly was able to step in, get the transfer process moving, and make sure things progressed for you. It’s fantastic to know that she was lovely to deal with and, importantly, kept you informed throughout the process.

We understand that transferring a pet’s registered keeper details can sometimes involve checks and processes that aren’t immediately visible to the customer. Keeping you updated along the way is therefore really important, and we’re pleased that Carly took the time to explain what was happening and keep you reassured.

We’ll be sure to pass your kind comments on to Carly. Knowing that she took ownership of the issue, helped move things forward, and kept you informed will mean a great deal to her and is wonderful recognition of the service she provides.

We also appreciate you highlighting the initial issue, as feedback like this helps us identify where we can improve the clarity of our processes and communications.

Thank you again for your patience and for trusting Identibase with your dog’s important microchip information. We wish you and your dog 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 identibase

Aug 20, 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 really friendly and helpful. Providing a warm, approachable, and supportive service is something we take great pride in, so it’s fantastic to know that this came across during your experience with us.

We understand that when customers contact us, they want to feel listened to and confident that the person they speak to genuinely wants to help. Our Customer Care team works hard to make every interaction as straightforward, reassuring, and positive as possible, and your feedback is wonderful recognition of those efforts.

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

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, 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 identibase

Aug 17, 2026

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

We’re delighted to hear that George was able to help you update all of your personal information and make the whole process easy for you. It’s fantastic to know that he dealt with your call in such a friendly and professional manner and was able to provide the support you needed.

We understand that updating personal and pet information can sometimes feel like a bit of a task, particularly when there are several details that need to be changed. Our aim is always to make the process as straightforward and hassle-free as possible, while making sure everything is updated correctly.

It’s wonderful to hear that George was able to guide you through everything clearly and efficiently. Providing friendly, knowledgeable, and professional support is exactly what we strive for, and your feedback is fantastic recognition of the service George provides to our customers.

We’ll be sure to pass your kind comments on to George. Knowing that he made the experience so easy and left you with such a positive impression will mean a great deal to him.

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, 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