identi Opiniões 

Resposta da identi

23/07/2026

Thank you for taking the time to leave your feedback.

We're sorry to hear that you were disappointed with your experience following the transition to Identibase, and we appreciate you sharing your views.

We understand that creating a more complex password can feel inconvenient, particularly if you've previously been used to simpler login requirements. However, we take our data protection responsibilities extremely seriously and, quite simply, we make no apologies for that—it's exactly what our customers expect us to do.

As a DEFRA-compliant pet microchip database responsible for safeguarding millions of customer and pet records, protecting personal information is one of our highest priorities. Strong password requirements are an important part of modern cybersecurity and help reduce the risk of unauthorised access to customer accounts. While they may feel more stringent than some websites, they are implemented to provide greater protection for the sensitive personal information entrusted to us.

When we refer to "enhanced security," this isn't intended as a marketing phrase—it reflects the measures we've put in place to help protect our customers' accounts and data in an increasingly challenging online security environment.

We're also sorry to hear that you felt the transition from your previous provider could have been managed better. Large-scale migrations of customer data are complex, and while we work hard to make the process as seamless as possible, we recognise that some customers may encounter issues or find certain aspects frustrating. Feedback like yours is invaluable and will be shared internally as part of our ongoing commitment to improving the customer experience.

We genuinely hope you'll reconsider your decision to look elsewhere. If there is anything specific we can help with regarding your account or the transition, our Customer Care team would be more than happy to assist.

Thank you again for taking the time to share your feedback.

Warm regards,

Ben
Identibase

Resposta da identi

23/07/2026

Thank you for taking the time to leave your feedback.

We're very sorry to hear that your experience following the transfer from your previous provider has been disappointing. From what you've described, this certainly isn't the experience we want our customers to have.

We're sorry that you've encountered difficulties accessing your pet's details and that the website has been performing slowly for you. While you have been able to log in, not being able to view your pet's information understandably makes the service feel frustrating and incomplete.

From your review alone, we're unfortunately unable to identify your account or determine what may have caused the issue. We would very much like the opportunity to investigate this further, as the behaviour you've described does not sound like our normal service.

If you could contact our Customer Care team, we'll be happy to review your account, investigate why your pet details aren't displaying correctly, and work with you to resolve any issues as quickly as possible. Our team can also check that your transferred records have been applied correctly and ensure everything is functioning as it should.

We genuinely appreciate you bringing this to our attention, as feedback like yours helps us identify and resolve issues where they occur. We hope you'll give us the opportunity to put things right and restore your confidence in our service.

Warm regards,

Ben
Identibase

Resposta da identi

23/07/2026

Thank you for taking the time to leave your feedback.

We're very sorry to read about your experience, as what you've described certainly doesn't reflect the level of service we aim to provide.

We understand how frustrating it must have been to experience difficulties registering your dog, particularly following the transfer of records from another database. Registering and managing your pet's details should be as straightforward as possible, and we're disappointed to hear that this wasn't your experience.

From your review alone, we're unfortunately unable to identify your account or investigate what may have gone wrong. We would genuinely welcome the opportunity to look into this for you, as the issues you've described do not sound like our normal processes.

If you could contact our Customer Care team, we'll be happy to investigate your account, review why you were unable to complete the registration online, and look into your attempts to contact us by telephone. Our advisors will work with you to resolve any outstanding issues and ensure your dog's details are correctly registered.

At Identibase, we care deeply about both our customers and their pets. As one of the UK's largest DEFRA-compliant pet microchip databases, our priority is to ensure pets' details are accurate and that owners receive the support they need. We're sorry that we didn't demonstrate that to you on this occasion.

We hope you'll give us the opportunity to investigate and put things right, as we'd very much like to restore your confidence in our service.

Warm regards,

Ben
Identibase

Resposta da identi

23/07/2026

Thank you for taking the time to leave such a detailed review and for sharing your experience with us.

Firstly, we're so pleased to hear that your cat returned home safely after going missing. We can only imagine how worrying those twelve hours must have been, and we're delighted that she made it back to you safely.

We're sorry to hear that your experience after contacting us caused additional confusion and concern. Receiving emails suggesting that your registration was incomplete when you believed you had already completed the process must have been frustrating, especially after what had already been a very stressful experience. We appreciate you persevering and giving us the opportunity to resolve the matter.

We're delighted to hear that Luke was able to provide the clarity and reassurance you needed. Taking the time to explain why the emails had been sent, confirming that your cat was correctly registered, and talking you through the available services and options is exactly the level of support we strive to provide. It's wonderful to know that he was able to put your mind at ease and resolve everything for you.

We'll be sure to pass your kind comments on to Luke. He will be absolutely delighted to know that his knowledge, professionalism, and compassionate approach made such a positive difference during what had clearly been an anxious time for you. Recognition like yours means a great deal to our team.

We're also grateful for your honest feedback regarding the earlier stages of your experience. We continually review customer feedback to help us improve our communication and processes, and your comments will be shared internally as part of that ongoing commitment.

Thank you again for your thoughtful review and for allowing us the opportunity to support you. We wish you and your cat many happy, healthy, and adventure-free years together! Should you ever need any assistance in the future, please don't hesitate to get in touch – we're always here and happy to help.

Warm regards,

Ben
Identibase

Resposta da identi

20/07/2026

Thank you for taking the time to leave your feedback.

We're sorry to hear that you were disappointed with your experience, and we'd like to provide some additional context about our subscription service for both yourself and other readers.

Our subscription services are designed to provide far more than simply allowing unlimited changes to your pet's details. While the ability to update your information whenever required is one feature, the subscription also includes a range of additional pet protection benefits that are intended to support pet owners throughout the lifetime of their pet, particularly in the most stressful situations should a pet ever go missing.

These benefits include services designed to assist with the reunification of lost pets, helping to maximise the chances of pets being reunited with their families as quickly as possible. Many of our customers tell us that this additional peace of mind is one of the main reasons they choose to continue their subscription year after year.

To ensure there is no interruption to these ongoing benefits, subscriptions are set to renew automatically. This is made clear when the subscription is purchased, and customers are also sent renewal reminders in advance of their renewal date.

Importantly, customers are never locked into the service indefinitely. If they decide they no longer wish to continue, they can cancel their subscription at any time by contacting us via telephone, email, or live chat, and our team will be happy to assist.

We fully appreciate that subscriptions are not for everyone, and we respect that customers will have different views on the value they provide. However, we feel it's important that reviews accurately reflect what the subscription includes, as it offers significantly more than unlimited changes to pet details.

If you would like to discuss your account or any aspect of your subscription further, we'd be more than happy to help.

Warm regards,

Ben
Identibase

Resposta da identi

17/07/2026

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

We’re absolutely delighted to hear about your experience with Daisy. It’s wonderful to know that she was so polite, friendly, and helpful throughout your call, and that she took the time to explain everything so clearly that all of your questions were answered before you even needed to ask them.

Providing proactive, knowledgeable, and approachable customer service is exactly what we strive for, so it’s incredibly rewarding to hear that Daisy made you feel comfortable and confident throughout your conversation. We want every customer to know that they can pick up the phone and speak to someone who genuinely wants to help, and your comments are a perfect reflection of that.

It’s especially pleasing to hear that Daisy has left you feeling confident that, should you ever need assistance in the future, she and the rest of our team will be there to help. Building that trust with our customers is something we value enormously.

We’ll be sure to pass your wonderful feedback on to Daisy, who will be delighted to know that her professionalism, warmth, and dedication made such a positive impression. Recognition like yours means a great deal to our team and encourages us to continue delivering the highest standard of customer care every day.

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

Resposta da identi

17/07/2026

Thank you for taking the time to leave your feedback.

We're sorry to hear that you remain frustrated with the situation, and we completely understand that unresolved billing concerns can be disappointing. Our priority is always to investigate matters thoroughly and ensure the correct outcome is reached for our customers.

Having said that, we would respectfully ask that our colleagues are treated with the same courtesy and respect that they extend to our customers. We appreciate that emotions can run high, but using insulting language or naming individual members of staff in this way is not something we would expect. Our advisors work hard to assist customers based on the information available to them and with the intention of reaching the right resolution.

We can assure you that your concerns have not been dismissed. We will respond to your email, review the matter professionally, investigate the payments you have raised, and ensure that the circumstances are fully understood before providing you with our findings. If an error has occurred, we will of course take the appropriate action to put things right.

Thank you for bringing this to our attention. We appreciate the opportunity to investigate your concerns further and remain committed to resolving the matter fairly and professionally.

Warm regards,

Ben
Identibase

Resposta da identi

17/07/2026

Thank you for taking the time to leave such a heartfelt review.

Firstly, we would like to offer our sincere condolences for your family’s bereavement. We understand that dealing with administrative matters during such a difficult time can be incredibly emotional, and we’re truly sorry for your loss.

We’re delighted to hear that Joseph was able to support you with compassion, understanding, and professionalism throughout the process. Situations like these require not only efficiency but also empathy, and it’s wonderful to know that Joseph handled your enquiry with the care and sensitivity it deserved while guiding you through the transfer of keepership.

It’s also great to hear that the process was completed quickly and efficiently. Our aim is always to make things as straightforward as possible for our customers, particularly during difficult circumstances, and your feedback is a wonderful reflection of the standard of care we strive to provide.

We’ll be sure to pass your kind comments on to Joseph, who will be deeply touched to know that his support made such a positive difference at a challenging time. Recognition like yours means a great deal to our team.

Thank you again for your thoughtful feedback and for placing your trust in Identibase. We wish you and your family all the very best, and if there is ever anything more we can do to assist you, please don’t hesitate to get in touch.

Warm regards,

Ben
Identibase

Resposta da identi

17/07/2026

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

We’re absolutely delighted to hear that you found our team polite, friendly, and helpful. Delivering outstanding customer service is at the heart of everything we do, so it’s incredibly rewarding to know that your experience was exactly what we strive to achieve.

Describing our service as "perfect customer service" is a tremendous compliment, and one that the whole team will be proud to hear. We believe every customer deserves to feel welcomed, listened to, and supported, and it’s fantastic to know that this was reflected in your interaction with us.

Your kind feedback means a great deal to everyone at Identibase and serves as wonderful recognition of the hard work and dedication our team puts into helping pet owners every day.

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

Warm regards,

Ben
Identibase

Resposta da identi

17/07/2026

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

We’re delighted to hear that you found everything so easy and that your enquiry was sorted out very quickly. Providing a simple, efficient, and hassle-free experience is exactly what we strive for, so it’s wonderful to know that your experience reflected this.

Our team works hard to ensure that every customer receives prompt, friendly, and professional support, making it as straightforward as possible to manage their pet’s details or resolve any queries. It’s fantastic to hear that we were able to do just that for you.

Although your review is brief, your kind words mean a great deal to the whole team and are a wonderful recognition of the effort we put into delivering excellent customer service every day.

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

Warm regards,

Ben
Identibase

Resposta da identi

Actualizada a 16/07/2026

Thank you for taking the time to leave your review.

We're sorry to hear that your experience has not met your expectations. From what you've described, this does not sound like the level of service or the process we would normally expect, and we'd very much like the opportunity to investigate what has happened.

Unfortunately, based on the information provided in your review, I have been unable to locate your account. If you could contact our Customer Care team, we'll be happy to look into your case in detail. We can review when any emails were sent, when any payment was taken, and ensure that any outstanding actions required on your account are completed correctly.

Our contact centre team will be more than happy to work through everything with you, answer any questions you may have, and resolve the matter as quickly as possible.

We genuinely appreciate you bringing this to our attention and hope you'll give us the opportunity to put things right.

Sorry if it wasn't clear i was requesting you called us because from the information on the review i am unable to locate your account.

Warm regards,

Ben
Identibase

Resposta da identi

16/07/2026

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

We’re delighted to hear that everything went well with your enquiry and that Luke was able to resolve your issue so easily and professionally. Providing efficient, knowledgeable, and friendly support is exactly what we strive for, so it’s fantastic to know that your experience reflected this.

We understand how important it is for customers to have their questions answered and any issues resolved quickly and without hassle. It’s wonderful to hear that Luke made the process straightforward and ensured everything was taken care of for you.

We’ll be sure to pass your kind comments on to Luke, who will be delighted to know that his professionalism and support made such a positive impression. Recognition like yours means a great deal to our team and encourages us to continue delivering the highest standard of customer care.

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

Warm regards,

Ben
Identibase

Resposta da identi

16/07/2026

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

We’re delighted to hear that Luke was able to help you transfer your animals from four different databases into one place. We appreciate that managing multiple databases can be time-consuming and confusing, so it’s wonderful to know that Luke made the process straightforward and provided the support you needed throughout.

Our aim is to make managing your pets’ records as simple and convenient as possible, and having all of your animals together in one account can provide greater ease of management and added peace of mind. It’s great to hear that Luke was able to guide you through the process with the helpful and professional service we strive to deliver every day.

We’ll be sure to pass your kind comments on to Luke, who will be delighted to know that his assistance made such a positive difference. Feedback like yours means a great deal to the whole team and is a wonderful recognition of the care and dedication our advisors show to our customers.

Thank you again for your lovely feedback and for choosing Identibase. We truly appreciate your trust in us and wish you and all of your animals 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

Resposta da identi

16/07/2026

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

We’re delighted to hear that you found it quick and easy to update your details and that George made the whole process feel effortless. Providing a simple, efficient, and stress-free experience for our customers is exactly what we strive for, so it’s fantastic to know that your experience reflected this.

It’s especially pleasing to hear your kind comments about George’s customer service. We pride ourselves on delivering friendly, knowledgeable, and professional support, and it’s wonderful to know that George was able to assist you in such a positive way.

We’ll be sure to pass your lovely feedback on to George, who will be delighted to know that his efforts were appreciated. 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 fantastic 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

Resposta da identi

16/07/2026

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

We’re delighted to hear that Paige was able to manage your query quickly and efficiently and that the matter was resolved promptly. Providing fast, effective support while maintaining a friendly and professional approach is exactly what we strive for, so it’s wonderful to know that your experience reflected this.

It’s especially pleasing to hear that you found Paige friendly and polite throughout your interaction. Our team works hard to ensure every customer feels supported, valued, and listened to, and feedback like yours is a fantastic recognition of that commitment.

We’ll be sure to pass your kind comments on to Paige, who will be delighted to know that her assistance made such a positive impression. Recognition like this means a great deal to our team and helps motivate us to continue delivering excellent customer care every day.

Thank you again for your wonderful feedback and support. 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

Resposta da identi

16/07/2026

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

We’re absolutely delighted to hear that you were pleased with the warm and friendly service you received from our team. Providing a welcoming, supportive, and professional experience is something we take great pride in, so it’s fantastic to know that this was reflected in your interaction with us.

It’s especially lovely to hear that Ollie’s details have now been successfully updated and that you’re able to move forward with arranging his veterinary care and insurance. We know how important it is to have your pet’s microchip information accurate and up to date, and we’re so pleased we could help make that process straightforward for you.

Thank you for your kind words about our team. Knowing that we’ve been able to help you and Ollie at such an important time means a great deal to us, and feedback like yours is exactly why we do what we do.

We wish you and Ollie many happy, healthy years together and hope you create lots of wonderful memories. 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

Resposta da identi

16/07/2026

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

We’re delighted to hear that you’ve now finished registering your cat and that everything is all sorted. It’s wonderful to know that having him microchipped and registered gives you added peace of mind should he ever decide to go off on an adventure.

We completely understand that pets are much more than animals – they’re cherished members of the family. Knowing that your cat is safely registered means that, should he ever go wandering, there is an important layer of protection in place to help reunite him with you as quickly as possible.

Providing that reassurance to pet owners is exactly why we do what we do, and it’s fantastic to hear that our service has given you confidence and security. We hope, of course, that you never need to make use of it, but it’s always comforting to know the right measures are in place.

Thank you again for your kind feedback and for choosing Identibase. We wish you and your furry family member many happy, healthy years together, and if you ever need any assistance in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Resposta da identi

16/07/2026

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

We’re absolutely delighted to hear that you’ve consistently received quick, efficient, and professional service from our team. Providing a high standard of customer care is at the heart of everything we do, so it’s incredibly rewarding to know that your experience has reflected this.

It’s especially pleasing to hear your kind comments about our call handlers. We’re proud of the knowledge, professionalism, and friendly approach our team brings to every conversation, and it’s wonderful to know they were able to resolve all of your queries while making the experience a positive one.

Your recommendation means a great deal to us, as there is no greater compliment than knowing a customer would confidently recommend our service to others and choose to use us again in the future. Feedback like yours is a real testament to the hard work and dedication of our entire team.

Thank you again for your wonderful comments and for placing your trust in Identibase. We truly appreciate your support and look forward to being here whenever you need us. If you ever have any further questions or require any assistance, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Resposta da identi

14/07/2026

Thank you for taking the time to leave your review. We're genuinely sorry to hear that your cat is missing, and we sincerely hope they are reunited with you safely as soon as possible. We understand how upsetting and stressful this situation must be.

We would like to clarify a few points regarding our service, as there appears to be some misunderstanding.

Identibase provides free lifetime registration when a pet is first registered on our DEFRA-compliant microchip database. Unlike some providers that charge an upfront lifetime administration fee at the point of registration, our approach means many customers never have to pay anything at all if their details remain unchanged throughout the lifetime of their pet. While some databases include the cost of future amendments within an initial registration fee, our model allows customers to register their pet free of charge and only incur a cost if they need to update their details at a later date. For many pet owners, those changes are never required.

As a DEFRA-compliant database, we are responsible for securely maintaining millions of pet records, ensuring they are available 24 hours a day, 365 days a year for authorised users such as veterinary practices, local authorities and animal welfare organisations. Operating a secure national microchip database involves significant ongoing costs, including maintaining highly available systems, cybersecurity, compliance with UK legislation, customer support, and providing services that help reunite lost pets with their keepers as quickly as possible.

Where a keeper does need to update their details, there is a charge unless they hold one of our subscription products, which includes unlimited amendments during the subscription period along with a range of additional pet protection benefits. This approach enables us to continue offering free registration to every new customer rather than requiring everyone to pay upfront, regardless of whether they ever need to make changes.

With regard to the £500 fine, this is not a fee imposed by Identibase. UK legislation requires keepers to ensure their pet's microchip details are kept up to date, and failure to do so may result in enforcement action by the relevant authorities. We simply make customers aware of their legal responsibilities so they have the information needed to remain compliant.

We're also sorry to hear about your experience contacting us. If you would be willing to contact us directly and provide the date and approximate time of your call, we would be happy to investigate this further. We monitor our telephony performance closely, and our records do not show call queues of around 20 minutes, so we'd welcome the opportunity to review what happened.

Again, we're sorry your experience did not meet your expectations, particularly during what is understandably a very worrying time. If your cat is still missing, please do get in touch with our Customer Care Team. We'd be more than happy to discuss the options available to you and do everything we can to help maximise the chances of your cat being reunited with you.

Warm regards,

Ben
Identibase

Resposta da identi

16/07/2026

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

We’re delighted to hear that our team was able to help you resolve the problem you experienced while transferring ownership. We understand that transferring keepership is an important process, and we always aim to make it as smooth and straightforward as possible while ensuring everything is completed accurately and in line with the necessary requirements.

It’s wonderful to know that you found our team helpful throughout the process. Providing friendly, knowledgeable, and efficient support is exactly what we strive for, and it’s great to hear that we were able to assist you in resolving the issue.

Your kind feedback means a great deal to the whole team and serves as wonderful recognition of the care and dedication our advisors show every day.

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