identi Avis 

Réponse de identi

14 août 2026

Thank you for taking the time to share your feedback.

We completely understand that you may be frustrated by having to pay to change your address, particularly as the address provided by the vet was correct at the time.

However, it’s important to clarify that Identibase is the microchip database and we are separate from the veterinary practice that originally registered your pet. If the information provided to us was correct when your pet was registered, but your circumstances have subsequently changed, this is treated as a change of information rather than an error that needs correcting.

As a result, updating keeper details, including a change of address, is a chargeable administrative service. This is not a charge from the veterinary practice and is not related to how your pet was originally registered.

We appreciate that nobody likes paying for an administrative change, but we hope this helps explain why the charge applies.

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

If you have any questions about the process, our friendly team will always be happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

14 août 2026

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

We’re absolutely delighted to hear that Jasmine was super helpful and that she was able to provide you with the support you needed. It’s fantastic to know that she made such a positive impression during your experience with us.

Providing friendly, knowledgeable, and efficient customer service is something we take great pride in, and we want every customer to feel listened to, supported, and confident that their query is being handled properly. Your feedback is wonderful recognition of the care and professionalism Jasmine brings to every interaction.

We’ll be sure to pass your kind comments on to Jasmine. Knowing that you found her so helpful will mean a great deal to her and is fantastic encouragement for her and the wider team.

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

Réponse de identi

14 août 2026

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

We’re delighted to hear that you found our team very helpful and that Carly was able to quickly understand your issue and get everything sorted for you.

We know how important it is for our customers to have their queries dealt with efficiently, particularly when they relate to their pets and their important microchip records. It’s fantastic to hear that Carly was able to make the process straightforward and resolve your issue without any unnecessary delay.

Providing friendly, knowledgeable, and efficient support is exactly what we strive for, and your feedback is wonderful recognition of the care and professionalism Carly brings to every customer interaction.

We’ll be sure to pass your kind comments on to Carly. Knowing that she was able to resolve your issue quickly and leave you with such a positive experience 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 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

Réponse de identi

14 août 2026

Thank you so much for taking the time to leave such a detailed and positive review!

We’re absolutely delighted to hear that Chloe was able to resolve your transfer issue and make sure everything went smoothly for you. We understand that transferring a pet’s records can sometimes be more complicated than expected, particularly when there are additional circumstances involved, so it’s fantastic to know that Chloe was able to provide the support you needed.

It’s also wonderful to hear that, despite needing to contact us several times over the past month, you found everyone you spoke with happy to help and able to provide useful information. We appreciate that having to make multiple contacts can be frustrating, so we’re particularly pleased that each member of our team took the time to listen, explain the process, and help move things forward.

The circumstances you’ve described, with the previous keeper having moved across continents, clearly required some additional consideration. Our priority is always to make sure transfers are handled correctly and that the appropriate checks are completed, while keeping customers informed about what is needed and why. We’re delighted that our team was able to support you throughout what could otherwise have been quite a complicated process.

We’ll be sure to pass your kind comments on to Chloe and the wider team. Knowing that they remained helpful, informative, and approachable throughout your experience is fantastic recognition of the service we aim to provide.

Thank you again for your lovely feedback and for your patience throughout the transfer process. We truly appreciate your trust in Identibase and are pleased we could get everything resolved for you.

We 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

Réponse de identi

14 août 2026

Thank you for taking the time to leave your feedback.

We’re pleased to hear that, once your call was answered, our advisor was helpful, cheerful, and able to provide you with the support you needed. We’ll be sure to share your kind comments with her, as it’s wonderful to know that she made a positive impression despite the wait you experienced.

We are sorry that you had to wait longer than you would have liked for your call to be answered. We completely appreciate that waiting in a telephone queue can be frustrating, particularly when you’re contacting us about something important relating to your pet.

Our contact centre can experience periods of particularly high demand, and our teams work hard to answer calls as quickly as possible while still ensuring that each customer receives the time, attention, and support they need once they get through. We never want customers to feel rushed, so there can be a balance between reducing waiting times and making sure the service provided during the call remains thorough and helpful.

It’s therefore fantastic to hear that your advisor was able to provide a cheerful and helpful service once you reached us. Friendly and approachable customer service is something we place great importance on, and your feedback is a lovely reflection of that.

Thank you again for your patience and for taking the time to share your experience. Your feedback is genuinely appreciated and helps us continue looking for ways to improve the service we provide.

We wish you and your pet many happy, healthy, and safe years together. If you ever need any further assistance, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

14 août 2026

Thank you for taking the time to leave your feedback.

We’re sorry to hear that you’ve had difficulty getting through the password setup stage. We appreciate how frustrating it can be when you’re simply trying to access your account and the process is preventing you from moving forward.

The password requirements are in place to help protect our customers’ accounts and the sensitive information held within them. When setting up your password, it does need to meet all of the criteria displayed on screen before it can be accepted. This can include the required length and a combination of different character types, depending on the account requirements.

We appreciate that these requirements can sometimes be frustrating, particularly if you’re not sure which part of the criteria your chosen password is failing to meet. If you’re still having difficulty, please contact our Customer Care team and we’ll be more than happy to talk you through the requirements and help you get your account activated.

We take the security of our customers’ information extremely seriously, so while we appreciate that the additional password requirements can feel inconvenient, they are an important part of keeping accounts and pet records secure.

Thank you again for your feedback. We hope you’ll give us the opportunity to help you get through the activation process and access your account successfully.

Warm regards,

Ben
Identibase

Réponse de identi

14 août 2026

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

We’re absolutely delighted to hear that Ellie was able to put your mind at rest and give you that extra reassurance about your best friend, PJ. It’s very clear from your review just how much he means to you, and we completely understand how important it is to have peace of mind knowing that, should he ever become lost, his microchip details and protection are there to help.

We’re especially pleased to hear that Ellie took the time to explain everything and make sure you felt confident about the service and the protection available for PJ. Providing reassurance to pet owners is a huge part of what we do, because we know our pets are much more than simply animals – they’re much-loved members of the family and, as you put it, our best friends.

Our missing pet services are designed to provide additional support should the worst happen, helping to increase awareness when a pet goes missing and improve the chances of them being safely reunited with their keeper. Knowing that this has given you greater peace of mind is fantastic to hear.

We’ll be sure to pass your lovely comments on to Ellie. She’ll be thrilled to know that her help has made such a positive difference and that you now feel more reassured about PJ’s safety.

Thank you again for your wonderful feedback and for trusting Identibase with PJ’s important microchip information. We wish you and PJ many more happy, healthy, safe, and fun adventures 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

Réponse de identi

14 août 2026

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 bring your two dogs together onto the same Identibase account and make the process so easy for you. It’s fantastic to know that what could have seemed like a complicated account issue was handled quickly and smoothly.

We understand how much easier it is to manage your pets when their important microchip information is all held together in one account, so we’re really pleased that Ellie was able to get everything organised for you without any unnecessary hassle.

Providing friendly, efficient, and knowledgeable support is exactly what we strive for, and your kind feedback is wonderful recognition of the care Ellie puts into helping our customers. We’ll be sure to pass your lovely comments on to her – she’ll be delighted to know how much you appreciated her help.

Thank you again for your fantastic feedback and for choosing Identibase for your dogs. We truly appreciate your support and wish you and your two dogs many happy, healthy, and safe years together.

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

Warm regards,

Ben
Identibase

Réponse de identi

14 août 2026

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

We’re delighted to hear that you found our team helpful and, most importantly, that you were able to log into your account without any problems. We know how frustrating it can be when you’re simply trying to access your pet’s information, so it’s fantastic to know that everything went smoothly for you.

Making access to your Identibase account as straightforward and hassle-free as possible is really important to us. Your account gives you access to your pet’s important microchip information, so we want our customers to feel confident that they can access and manage their details whenever they need to.

Your kind feedback means a great deal to the whole team and is wonderful recognition of the friendly and efficient support we aim to provide every day.

Thank you again for your fantastic comments 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

Réponse de identi

14 août 2026

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

We’re absolutely delighted to hear that Paris was able to resolve your query and that you found her telephone manner so friendly and professional. It’s particularly wonderful to hear that she listened carefully and understood what you needed without you having to repeat yourself.

We know how frustrating it can be when you have to explain the same issue multiple times, so taking the time to listen properly, understand the situation, and then take ownership of resolving the query is something we place a great deal of importance on. Your feedback is fantastic recognition of the approach we expect from our Customer Care team.

It’s also lovely to hear that you found Paris polite throughout the conversation. Providing a friendly, respectful, and reassuring experience is just as important to us as resolving the issue itself, and it’s fantastic to know that Paris delivered both.

We’ll be sure to pass your kind comments on to Paris. Knowing that her communication skills and attentive approach made such a positive impression will mean a great deal to her and is wonderful recognition of the service she provides.

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

Réponse de identi

14 août 2026

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

We’re delighted to hear that Lewis was able to help you when you experienced difficulties accessing your account during the transfer from Animal Tracker to Identibase. We appreciate that moving from one database to another can understandably raise questions, particularly if you encounter an issue when trying to access your account.

It’s fantastic to hear that Lewis took the time to explain the process clearly and was able to get everything sorted for you. Providing clear, patient, and knowledgeable support is exactly what we strive for, particularly during the Animal Tracker migration when customers may need a little extra guidance.

The migration has involved transferring a significant number of customer and pet records, and our Customer Care team has been working incredibly hard to support customers throughout the process. Feedback such as yours is really valuable and helps us understand where customers may need additional assistance.

We’ll be sure to pass your kind comments on to Lewis. Knowing that he was able to explain everything clearly and resolve your access issue will mean a great deal to him and is fantastic recognition of the service he provides.

Thank you again for your feedback and for continuing to trust 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 ever have any further questions about your account or the Animal Tracker migration, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

14 août 2026

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

We’re delighted to hear that you received such a quick response when you experienced an issue logging into your account, and that you found our advisor very good, helpful, and professional.

We understand how frustrating it can be when you’re unable to access your account, particularly when you simply want to check or manage your pet’s important microchip information. That’s why we aim to respond as quickly as possible and make sure our customers receive clear, practical support to get them back up and running.

It’s fantastic to know that our advisor was able to deal with your issue efficiently and provide the level of service you expected. Providing friendly, knowledgeable, and reassuring support is exactly what we strive for, and your feedback is wonderful recognition of the work our Customer Care team does every day.

We’ll be sure to share your kind comments with the advisor and wider team. Feedback like yours means a great deal and encourages us to continue delivering a high standard of service to all our customers.

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 experience any further difficulties 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

Réponse de identi

14 août 2026

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

We’re sorry to hear that you’ve been having difficulty with the situation you’ve described. From the information provided, it sounds like this is a particularly unusual and individual set of circumstances, and we completely appreciate how frustrating it can be when you’re trying to resolve something online and the system doesn’t appear to recognise what you need.

In situations involving a missing pet alongside changes or updates to the pet’s registered details, there can be a number of factors that our standard online processes simply cannot account for. Our online systems are designed to handle the most common requests, but they cannot always recognise or interpret more complex or unusual circumstances without someone reviewing the individual account and records.

This is exactly where our Customer Care team can help. Our friendly advisors are able to look at the specific circumstances, understand what has happened, check the relevant records, and explain what needs to happen to get everything resolved correctly. Where a query requires additional knowledge or investigation, we can also make sure it reaches the appropriate member of our team.

We certainly don’t want you to feel that you’re expected to navigate a complicated situation alone simply because the online system cannot immediately provide the answer. Particularly where a missing pet is involved, we understand how important it is to have someone listen to the full circumstances and provide clear, practical support.

Please do reach out to our team directly if you haven’t already. We’ll be more than happy to take the time to understand your situation and see how we can help. Our friendly Customer Care advisors are on hand to provide the support and guidance you need.

Thank you again for bringing this to our attention. We hope we have the opportunity to speak with you and get this resolved.

Warm regards,

Ben
Identibase

Réponse de identi

14 août 2026

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

We’re delighted to hear that you found our team very helpful. Providing friendly, knowledgeable, and efficient support is exactly what we strive for, so it’s fantastic to know that you had such a positive experience with Identibase.

We understand that sometimes a customer simply needs someone to listen, understand their query, and provide clear guidance, and our aim is always to make that interaction as straightforward and reassuring as possible.

Your kind comments mean a great deal to the whole team and are wonderful recognition of the care our Customer Care advisors put into helping pet owners every day.

Thank you again for your 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

Réponse de identi

14 août 2026

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

We’re absolutely delighted to hear that Lewis was super helpful and was able to sort out your query with such ease. Providing friendly, knowledgeable, and efficient support is exactly what we strive for, so it’s fantastic to know that Lewis made the process so straightforward for you.

We understand that when you contact us with a query, you want someone who will listen, understand what you need, and take ownership of getting things resolved without unnecessary complications. It’s wonderful to hear that Lewis was able to do exactly that and provide you with the support you needed.

We’ll be sure to pass your kind comments on to Lewis. Knowing that you found him so helpful and that he was able to resolve your query with ease will mean a great deal to him and is fantastic recognition of the service he provides to our customers.

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

Réponse de identi

14 août 2026

Thank you so much for taking the time to leave such a detailed and positive review!

We’re delighted to hear that you found the customer help email included at the bottom of our communications useful. We understand that sometimes it’s much easier to put everything in writing, particularly when you have several points or pieces of information you want to explain, so we’re pleased that this made it easier for you to provide all the details we needed.

It’s also fantastic to hear that you received an automatic acknowledgement after contacting us and that our team was able to respond the following day. We know how important it is to have confidence that your query has been received and is being dealt with, so keeping customers informed throughout the process is something we take seriously.

Most importantly, we’re delighted that everything was sorted quickly once our team responded. Providing efficient, friendly, and helpful customer service is exactly what we strive for, whether customers contact us by phone, email, or through our other support channels.

Your feedback is a great reflection of the work our Customer Care team puts into making sure queries are handled professionally and efficiently. It’s wonderful to know that you found the whole process straightforward and that you received the support you needed.

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

Réponse de identi

14 août 2026

Thank you for taking the time to leave your feedback.

We’re sorry to hear that you feel this way, but we’d like to clarify an important distinction between our free registration service and our enhanced pet protection services.

Identibase believes strongly in keeping basic pet registration free of charge, meaning there is no cost simply to register your pet and have their microchip details recorded on our database. We believe this is important because there should be no financial barrier to ensuring pets are properly microchipped and registered.

However, our enhanced missing pet and pet protection services are additional services and are not features that we are able to provide free of charge. These services involve significantly more than simply maintaining a microchip record and include additional support and benefits designed to help improve the chances of a pet being safely reunited with their keeper.

Our subscription services can include enhanced missing pet protection, alerts and additional support, alongside other benefits depending on the plan selected. These services require ongoing investment, technology, administration, communications, and support from our teams, which is why they are offered as optional paid services.

It’s therefore important to distinguish between the basic database registration and the additional protection services. You do not need to purchase a subscription simply to have your pet registered with Identibase. The paid services are there for customers who want the additional benefits and reassurance they provide.

We’re proud to offer a free registration service while also giving pet owners the option to purchase enhanced protection if they feel those additional benefits are right for them. Our aim is to provide choice, rather than prevent anyone from registering their pet.

We’re sorry if you felt that the distinction between the free registration service and our optional enhanced services was unclear. We always welcome feedback on how we can make our communications even clearer.

Thank you again for taking the time to share your views. We remain committed to providing a reliable, professional, and accessible service that helps keep pets safe and gives their owners peace of mind.

Warm regards,

Ben
Identibase

Réponse de identi

14 août 2026

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

We’re delighted to hear that you found our advisor helpful when you contacted us by phone. Providing friendly, knowledgeable, and efficient support is exactly what we strive for, so it’s fantastic to know that you had a positive experience.

We understand how important it is for customers to be able to speak to someone who will listen to their query, understand what they need, and provide clear and helpful guidance. Our Customer Care team works hard to make every conversation as straightforward and reassuring as possible.

Your kind comments mean a great deal to the whole team and are wonderful recognition of the service our advisors provide every day. We’ll be sure to share your feedback with the team.

Thank you again for your review 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

Réponse de identi

14 août 2026

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

We’re absolutely delighted to hear that Olivia was amazing and was able to update all of your pets’ information for you, including helping with the pet whose microchip number you didn’t have to hand at the time.

We understand that when you have multiple pets, you may not always have every piece of information readily available, so it’s fantastic to hear that Olivia was able to work with you and make the process as straightforward as possible. Taking the time to look into the available information and find a solution rather than simply sending you away to gather more details is exactly the kind of helpful and customer-focused approach we strive for.

It’s wonderful to know that Olivia made the whole experience easy and left you feeling so well supported. Keeping your pets’ microchip records accurate and up to date is incredibly important, particularly should one of them ever become lost, so we’re pleased that we could help make sure their information was in order.

We’ll be sure to pass your lovely feedback on to Olivia. Knowing that you appreciated her help so much will mean a great deal to her and is fantastic recognition of the care, patience, and professionalism she brings to our customers every day.

Thank you again for your fantastic feedback and for trusting Identibase with your pets’ important microchip records. We truly appreciate your support and 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

Réponse de identi

14 août 2026

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

We’re delighted to hear that Lewis was able to help you with the transfer of your account to Identibase and that you found him so helpful and pleasant to speak with. We appreciate that moving your account across can understandably raise questions, so it’s fantastic to know that Lewis was able to guide you through the process and provide the reassurance you needed.

The transition from Animal Tracker to Identibase has involved moving a significant number of customer and pet records, and our team has been working incredibly hard to support customers throughout the process. Our aim is to make the transition as straightforward as possible and ensure that customers feel confident that their pets’ important microchip information is correctly recorded.

We’ll be sure to pass your kind comments on to Lewis. Knowing that you found him helpful and lovely to speak with will mean a great deal to him and is fantastic recognition of the friendly and professional service he provides.

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

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

Warm regards,

Ben
Identibase