identi Recensioni 

Risposta di identi

31 lug 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

Risposta di identi

31 lug 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

Risposta di identi

31 lug 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

Risposta di identi

31 lug 2026

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

We’re absolutely delighted to hear that Piper was able to help you and that you found her explanations so clear and thorough. Providing friendly, knowledgeable, and easy-to-understand support is exactly what we strive for, so it’s wonderful to know that your experience reflected the high standards we aim to deliver every day.

We understand how important it is for our customers to leave a conversation feeling confident and fully informed, and it’s fantastic to hear that Piper explained everything impeccably while making the whole experience a positive one. Taking the time to ensure our customers understand their options and have all of their questions answered is something we pride ourselves on.

We’ll be sure to pass your lovely comments on to Piper, who will be absolutely thrilled to know that her support made such a positive impression. Hearing that you described her as "brilliant" is wonderful recognition of the professionalism, care, and dedication she brings to her role.

Thank you again for your kind feedback and for choosing Identibase. Your support means a great deal to the whole team, and we 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

Risposta di identi

31 lug 2026

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

We’re absolutely delighted to hear that Olivia was able to help you bring all of your pets together under one account and update their address and surname so quickly. We understand how important it is to have your pets' details organised and up to date, so it’s fantastic to know that Olivia made the whole process simple, efficient, and stress-free.

Providing friendly, knowledgeable, and professional support is exactly what we strive for, and it’s wonderful to hear that Olivia’s helpful approach made such a positive impression. We know that having all of your pets linked to one account makes managing their records much easier, and we’re pleased we could help give you that added convenience.

Most importantly, we’re delighted to hear that having everything updated has given you peace of mind. Knowing that your pets’ microchip details are accurate and easily accessible is one of the best ways to help ensure they can be reunited with you should they ever become lost, and we’re proud to play a part in providing that reassurance.

We’ll be sure to pass your lovely comments on to Olivia, who will be thrilled to know how much her support was appreciated. Feedback like yours means a great deal to our entire team and encourages us to continue delivering the exceptional level of customer service that pet owners deserve.

Thank you again for your fantastic review and for choosing Identibase. We truly appreciate your support and 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

Risposta di identi

31 lug 2026

Thank you for taking the time to leave your feedback.

We're sorry to hear that you were disappointed with our charging structure, and we'd like to provide some additional context, as there is an important distinction between exercising a data protection right and using the services of a pet microchip database.

At Identibase, we fully recognise and comply with our obligations under the UK GDPR and the Data Protection Act 2018. Individuals have the right to have inaccurate personal data corrected, and exercising that statutory right is not something we charge for. However, the services provided by a DEFRA-compliant pet microchip database involve considerably more than simply correcting a piece of personal data.

Identibase provides the initial registration of a pet completely free of charge, and that registration remains on our database for the lifetime of the pet unless a change is required. We chose this model because we believe there should be no financial barrier to getting a pet registered in the first place. Some other databases charge an upfront registration fee instead; different databases operate different pricing models.

When changes are requested, there is significant work involved behind the scenes. We don't simply edit a line on a screen. As a DEFRA-compliant database responsible for millions of pet records, we must maintain secure systems, protect customer data, carry out identity and verification checks where required, process and validate changes accurately, maintain audit trails, provide customer support by phone, email and live chat, invest in cybersecurity and system resilience, and continue meeting the regulatory standards expected of a UK pet microchip database. These are substantial ongoing operational costs.

It's also important to clarify that our subscription services provide considerably more than unlimited changes to your pet's details. They include a range of additional pet protection benefits, including enhanced missing pet support and reunification services designed to help maximise the chances of lost pets being returned to their keepers. Those services require ongoing staffing, technology and operational investment, which is why they are offered as subscription products.

We absolutely agree that keeping microchip details up to date is essential for animal welfare, which is precisely why we invest heavily in maintaining a secure, compliant national database and support service. We regularly encourage customers to review their details, and we continue to provide free initial registration so that pets can be registered without cost.

We respect that customers may prefer a different pricing model, and there are a number of DEFRA-compliant databases available in the UK. However, we do feel it is important that reviews accurately reflect the legal position and the fact that our charges relate to the operation of our database and associated services, rather than charging people to exercise their statutory data protection rights.

Thank you again for sharing your views. We genuinely value constructive feedback and will continue working to provide a secure, reliable, and supportive service for pet owners.

Warm regards,

Ben
Identibase

Risposta di identi

31 lug 2026

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

We’re absolutely delighted to hear that George was able to help you with your registration and that you found him to be extremely helpful. Providing friendly, knowledgeable, and efficient support is exactly what we strive for, so it’s wonderful to know that your experience reflected the high standards we aim to deliver every day.

We understand how important it is for the registration process to be straightforward and for our customers to feel supported throughout. It’s great to hear that George was able to guide you through everything and make the process a positive one.

We’ll be sure to pass your kind comments on to George, who will be delighted to know that his assistance made such a positive impression. Hearing that you would happily recommend Identibase to other pet owners is one of the greatest compliments we could receive, and it means a great deal to the whole team.

Our mission is to help keep pets safe by maintaining accurate microchip records and providing reliable support whenever our customers need us. Knowing that we've given you confidence and peace of mind is exactly why we do what we do.

Thank you again for your wonderful 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

Risposta di identi

31 lug 2026

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

We’re absolutely delighted to hear that Jack made your keepership transfer such a straightforward and positive experience. We understand that transferring a pet into a new keeper's name is an important process, so it’s fantastic to know that Jack was able to guide you through everything with professionalism and make it as simple and stress-free as possible.

Providing clear, friendly, and knowledgeable support is exactly what we strive for, and it’s wonderful to hear that Jack’s professionalism left such a positive impression. Our team works hard to ensure every transfer is completed accurately, securely, and efficiently, while keeping our customers informed every step of the way.

We’ll be sure to pass your kind comments on to Jack, who will be delighted to know that his support was so appreciated. Feedback like yours means a great deal to the whole team and encourages us to continue delivering the high standard of customer service that pet owners deserve.

Thank you again for your lovely review 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

Risposta di identi

31 lug 2026

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

We’re absolutely delighted to hear that Olivia was able to help you and get everything sorted for you. Providing friendly, knowledgeable, and efficient support is exactly what we strive for, so it’s fantastic to know that your experience was such a positive one.

It’s great to hear that Olivia was so helpful and able to resolve everything for you quickly. We understand how important it is for our customers to have their queries dealt with smoothly and efficiently, and we’re pleased that she was able to make the process straightforward and stress-free.

We’ll be sure to pass your kind comments on to Olivia, who will be delighted to know that her support made such a positive difference. Recognition like yours means a great deal to our team and encourages us to continue delivering the high standard of customer care that pet owners deserve.

Thank you again for your lovely feedback 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

Risposta di identi

31 lug 2026

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

We're delighted to hear that you received brilliant service over the telephone and that our team was able to help resolve your problem. Providing friendly, efficient, and knowledgeable support 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.

We understand how important it is to be able to speak with someone who can quickly understand your query and provide the right solution, and we're pleased that our team was able to do just that. Our advisors are passionate about helping pet owners, and feedback like yours is wonderful recognition of the care and professionalism they bring to every conversation.

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

Thank you again for your lovely review 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

Risposta di identi

31 lug 2026

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

We’re absolutely delighted to hear that you had such a positive experience with us and that Lewis was able to help you update your address quickly and efficiently.

Providing friendly, professional, and knowledgeable customer service is exactly what we strive for, so it’s fantastic to know that Lewis made the process straightforward and left such a positive impression. We understand that updating your pet’s details should be simple and hassle-free, and it’s wonderful to hear that everything was resolved promptly for you.

We’ll be sure to pass your kind comments on to Lewis, who will be delighted to know that his support was so well received. Hearing that you found our customer service "refreshing" is a real compliment and means a great deal to both Lewis and the wider team. Recognition like yours motivates us to continue delivering the high standard of service that pet owners deserve.

Thank you again for your fantastic feedback and for choosing Identibase. We truly appreciate your support, and we 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

Risposta di identi

31 lug 2026

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

We’re delighted to hear that you received fast, efficient, and professional service from our team. Providing prompt, knowledgeable, and friendly support 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.

Our team works hard to ensure that every customer receives the help they need as quickly and efficiently as possible, while maintaining a professional and personal approach. It’s always rewarding to hear when those efforts are recognised.

Your kind feedback means a great deal to everyone at Identibase and encourages us to continue providing the highest level of customer care to pet owners across the UK.

Thank you again for your lovely review 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

Risposta di identi

31 lug 2026

Thank you so much for taking the time to leave such an amazing review!

We're absolutely delighted to hear about your positive experience with our Customer Care team and that we were able to help transfer Rory's details into your name. We understand how important it is to ensure your pet's microchip information is accurate, so it's wonderful to know that everything was resolved for you smoothly.

It's particularly fantastic to hear your kind words about Daisy. We'll certainly make sure your lovely feedback is passed on to her. She'll be absolutely thrilled to know that she made such a positive impression, especially so early in her career with us. To hear that she took the time to understand the issue, clearly explained what had happened, communicated throughout the process, and resolved everything effectively is exactly the level of service we strive to provide. Calling her a "stand out star" is incredibly high praise, and we're sure it will mean a great deal to her.

We're also pleased to hear that everyone you spoke to was friendly and helpful, and that you didn't have to wait long to get through to us. We know how important it is to provide prompt, professional support, and your comments are wonderful recognition of the hard work our whole team puts in every day.

Thank you once again for your fantastic review and for placing your trust in Identibase. We wish you and Rory many happy, healthy years together, and we hope you never need to rely on Rory's microchip for anything other than routine checks. However, if you ever need any further assistance, please don't hesitate to get in touch – we'll always be here and happy to help.

Warm regards,

Ben
Identibase

Risposta di identi

31 lug 2026

Thank you for taking the time to leave your feedback.

We're sorry to hear that you were disappointed with our charging structure, and we'd like to provide some additional context, as there is an important distinction between exercising a data protection right and using the services of a pet microchip database.

At Identibase, we fully recognise and comply with our obligations under the UK GDPR and the Data Protection Act 2018. Individuals have the right to have inaccurate personal data corrected, and exercising that statutory right is not something we charge for. However, the services provided by a DEFRA-compliant pet microchip database involve considerably more than simply correcting a piece of personal data.

Identibase provides the initial registration of a pet completely free of charge, and that registration remains on our database for the lifetime of the pet unless a change is required. We chose this model because we believe there should be no financial barrier to getting a pet registered in the first place. Some other databases charge an upfront registration fee instead; different databases operate different pricing models.

When changes are requested, there is significant work involved behind the scenes. We don't simply edit a line on a screen. As a DEFRA-compliant database responsible for millions of pet records, we must maintain secure systems, protect customer data, carry out identity and verification checks where required, process and validate changes accurately, maintain audit trails, provide customer support by phone, email and live chat, invest in cybersecurity and system resilience, and continue meeting the regulatory standards expected of a UK pet microchip database. These are substantial ongoing operational costs.

It's also important to clarify that our subscription services provide considerably more than unlimited changes to your pet's details. They include a range of additional pet protection benefits, including enhanced missing pet support and reunification services designed to help maximise the chances of lost pets being returned to their keepers. Those services require ongoing staffing, technology and operational investment, which is why they are offered as subscription products.

We absolutely agree that keeping microchip details up to date is essential for animal welfare, which is precisely why we invest heavily in maintaining a secure, compliant national database and support service. We regularly encourage customers to review their details, and we continue to provide free initial registration so that pets can be registered without cost.

We respect that customers may prefer a different pricing model, and there are a number of DEFRA-compliant databases available in the UK. However, we do feel it is important that reviews accurately reflect the legal position and the fact that our charges relate to the operation of our database and associated services, rather than charging people to exercise their statutory data protection rights.

Thank you again for sharing your views. We genuinely value constructive feedback and will continue working to provide a secure, reliable, and supportive service for pet owners.

Warm regards,

Ben
Identibase

Risposta di identi

31 lug 2026

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

We're delighted to hear that Peanut's microchip is still working perfectly after eight years. It's completely understandable to wonder from time to time whether a microchip is still in place and functioning, so it must have been incredibly reassuring to hear it scan immediately during his recent health check at the vets.

Microchips are designed to provide a permanent form of identification for pets, and having them routinely checked during veterinary visits is an excellent way to ensure everything is working as it should. It's fantastic to hear that Peanut's chip was detected straight away, giving you continued confidence that, should he ever become lost, he can be identified quickly and reunited with you.

Keeping your contact details up to date alongside a working microchip is one of the most important steps any pet owner can take, and we're proud to play a part in helping keep pets safe and improving the chances of successful reunification should the unexpected happen.

Thank you again for sharing your experience. We're so pleased that Peanut's microchip continues to provide you with that valuable peace of mind, and we wish you both many more happy, healthy years together.

Warm regards,

Ben
Identibase

Risposta di identi

31 lug 2026

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

We're absolutely delighted to hear how positive your experience with Identibase has been so far. It’s lovely to know that having your boy microchipped has given you the reassurance and peace of mind that so many pet owners value. We completely understand how adventurous and curious cats can be, especially when they enjoy exploring the outdoors—even if it’s just to enjoy their favourite grass! It certainly sounds like your cheeky boy likes to keep you on your toes.

Knowing that your pet is microchipped and that your details are registered can make all the difference should the unexpected ever happen. While we hope you never need to rely on it, we're proud to provide a service that helps reunite thousands of pets with their families, giving owners that extra confidence every time their much-loved companion heads out to explore.

We're also delighted to hear your kind comments about your experience with our Customer Care team. Providing compassionate, understanding, and knowledgeable support is incredibly important to us, and it's wonderful to know that the advisor you spoke with took the time to listen to your situation and made you feel understood. We'll be sure to share your lovely feedback with the team, as recognition like yours means a great deal to everyone here.

Thank you again for your fantastic review and for placing your trust in Identibase. We truly appreciate your support and wish you and your cheeky boy many happy, healthy, and safe adventures together for years to come. If you ever need any 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

Risposta di identi

31 lug 2026

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

We’re delighted to hear that you found our team to be informative and knowledgeable. Providing clear, accurate, and helpful advice is something we pride ourselves on, so it’s wonderful to know that your experience reflected the high standard of service we aim to deliver.

We understand how important it is for our customers to receive information they can trust, whether they're updating their pet's details, asking about our services, or simply looking for guidance. It's fantastic to hear that our team was able to answer your questions and leave you feeling well informed.

Your kind feedback means a great deal to everyone at Identibase and serves as wonderful recognition of the professionalism and dedication our advisors show every day. Comments like yours encourage us to continue providing the friendly, knowledgeable, and reliable support that pet owners deserve.

Thank you again for your kind words 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

Risposta di identi

24 lug 2026

Thank you for taking the time to leave your feedback. We're genuinely sorry to hear that you were disappointed with your experience, particularly as we appreciate how distressing it is when a beloved pet goes missing.

Firstly, we're very sorry that you found yourself in that situation, and we sincerely hope your cat was found safe and well.

We would, however, like to provide some additional context regarding the service you purchased, as we feel this is important for other readers.

The service you signed up for was our enhanced Missing Pet Protection (IdentiAlert) subscription. This service provides considerably more than simply allowing you to report a missing pet. Once activated, it immediately initiates enhanced reunification support, including sending alerts to registered keepers within a 5-mile radius of where your pet was reported missing, as well as notifying participating pet professionals, such as veterinary practices and other relevant organisations, within a 20-mile radius. These immediate actions are designed to maximise the chances of a lost pet being reunited with its keeper as quickly as possible.

During the purchase process, customers can choose to pay either annually or by monthly instalments. From your account, it appears that you selected the monthly payment option, which forms part of a 12-month agreement. This information is presented during the purchase journey and is included within the terms and conditions accepted when the subscription is taken out.

You also mention the cooling-off period. Under consumer legislation, where a customer asks for a service to begin immediately and that service has been provided, the right to a full refund during the cooling-off period does not generally apply once the service has been used. In your case, the enhanced missing pet services were activated and the alert process commenced following your request. As a result, the subscription had already begun delivering the benefits of the service.

We understand that no one wants to think about contracts when their pet is missing, and we genuinely sympathise with how emotional those circumstances can be. However, the enhanced reunification service we provide carries significant operational costs, and we're proud to offer it because it has helped reunite over 70% of reported missing pets with their keepers. Maintaining the technology, alerting systems, partnerships, and customer support required to deliver this service does come at a cost, which is why it is offered as a subscription.

We always welcome constructive feedback and will continue looking at how we can make our communications as clear as possible. Thank you again for sharing your experience, and we sincerely hope your cat is now safely back home.

Warm regards,

Ben
Identibase

Risposta di identi

24 lug 2026

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

We're delighted to hear that Luke was able to help you access your account and check that your dog's microchip details had successfully migrated to Identibase. We understand that experiencing login issues can be frustrating, especially when you're simply trying to confirm that your pet's information is correct, so it's fantastic to know that Luke was able to get everything resolved for you within just a couple of minutes.

Providing prompt, friendly, and knowledgeable support is exactly what we strive for, and it's great to hear that Luke's efficiency and professionalism made the whole process quick and stress-free. We'll be sure to pass your kind comments on to him – he'll be delighted to know that his assistance made such a positive difference.

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. We're committed to making sure our customers have confidence that their pets' details are accurate and accessible whenever they need them.

Thank you again for your wonderful review and for choosing Identibase. We truly appreciate your support, and we wish you and your 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

Risposta di identi

24 lug 2026

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

We’re delighted to hear that Alex dealt with your enquiry so professionally and efficiently. Providing a prompt, knowledgeable, and friendly service is exactly what we strive for, so it’s fantastic to know that your experience reflected these values.

We understand how important it is for our customers to have their queries resolved quickly and accurately, and it’s great to hear that Alex was able to assist you in such a positive manner. Our team takes great pride in delivering excellent customer care, and feedback like yours is always appreciated.

We’ll be sure to pass your kind comments on to Alex, who will be delighted to know that their professionalism and swift assistance made such a positive impression. Recognition like this means a great deal to the whole team and encourages us to continue delivering the highest standard of service to every pet owner who contacts us.

Thank you again for your lovely feedback 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