identi Avis 

Réponse de identi

Il y a 8 heures

Thank you for taking the time to share your feedback.

We’re sorry to hear that you were disappointed that there isn’t currently an option to cancel your subscription directly online. We completely understand why having an online cancellation option may feel like the most convenient approach.

While this isn’t currently available, we do make cancellation straightforward if that’s what you wish to do. You can simply give our team a call, send us an email, or use our live chat, and we’ll be happy to help with your cancellation.

We always want our customers to feel that they have a simple and accessible way to manage their services, and we appreciate your feedback about how we can continue improving the experience.

Thank you again for taking the time to share your thoughts. We hope the alternative ways of contacting us make things as easy as possible for you.

Warm regards,

Ben
Identibase

Réponse de identi

Il y a 12 heures

Thank you for taking the time to share your feedback.

We appreciate that charges for updating a pet’s records can sometimes be confusing, so we’d like to clarify the difference between a change of details and a Transfer of Keepership.

A change of details is £15. This applies when information on an existing record needs to be updated, such as a change of address or contact details. The charge contributes towards the work involved in securely processing the request, reviewing the record, completing the necessary checks and ensuring that the database is kept accurate and up to date.

A Transfer of Keepership is £39 when a pet needs to be transferred from one registered keeper to another. This is a different process from simply changing details. It involves the appropriate checks around the existing registration and transfer, including contacting the current keeper where required and dealing with any refusals or disputes that may arise. These safeguards are important to help protect pets and registered keepers and ensure that ownership-related changes cannot simply be made without the appropriate process being followed.

The £39 Transfer of Keepership fee also includes 12 months of IdentiAlert, our enhanced missing pet protection service, providing additional support and peace of mind should your pet ever go missing.

It’s also important to clarify that the £39 is not a yearly charge for the Transfer of Keepership itself. Once the transfer has been completed, you are not required to pay £39 again each year. After the first 12 months of IdentiAlert, you can simply choose whether you wish to continue with the additional benefits. Continuing with the enhanced service is entirely optional.

We understand that charges can be frustrating, particularly if you were expecting a simple update to your pet’s details, but we hope this helps explain why the two processes are different and what is included.

If you’d like us to look into your individual circumstances or have any questions about the charges applied to your pet’s record, please don’t hesitate to get in touch. We’ll be very happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

Il y a 8 heures

Thank you for taking the time to share your feedback.

You are correct that a Transfer of Keepership is £39, and we’d like to explain what this process involves and why the charge applies.

A Transfer of Keepership is not simply a case of changing the name on a pet’s record. Where a pet is already registered to another keeper, we have to follow a secure process to ensure the transfer is completed correctly and the database remains accurate.

This involves reviewing the existing record, carrying out the appropriate checks, contacting the current keeper where required, and dealing with any refusals or disputes that may arise. These safeguards are an important part of ensuring that registered keeper details cannot simply be changed without the appropriate process being followed.

The £39 charge covers the work involved in completing the Transfer of Keepership and also includes 12 months of IdentiAlert, our enhanced missing pet protection service. This provides additional support should your pet ever go missing and gives you added peace of mind.

It’s important that our database maintains accurate and secure records, and the Transfer of Keepership process is designed to achieve exactly that while protecting both pets and their registered keepers.

If you have any questions about the process or would like us to look into your individual circumstances, please don’t hesitate to get in touch. Our team will be more than happy to help.

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

Warm regards,

Ben
Identibase

Réponse de identi

Il y a 8 heures

Thank you for taking the time to leave your feedback.

We’ve looked into your account and can see that the issue occurred because no tags were ordered when you took out the service. As soon as we identified this, our team contacted you to explain what had happened and the matter was subsequently resolved.

We’re therefore a little surprised to see a one-star rating, particularly as our team proactively contacted you, explained the situation and helped get everything sorted.

We always aim to provide a helpful and responsive service, and we’re pleased that on this occasion we were able to identify the issue and resolve it for you.

If there is anything further about your experience that you feel we should be aware of, we’d genuinely welcome the opportunity to hear from you and look into it further.

Warm regards,

Ben
Identibase

Réponse de identi

Il y a 12 heures

Thank you for taking the time to share your feedback.

We appreciate that being asked to pay for a Transfer of Keepership may not have been what you were expecting, so we’d like to explain why the charge applies.

A Transfer of Keepership is more than simply changing the name on a pet’s record. Where a pet is already registered to another keeper, we need to follow a secure process to ensure the transfer is legitimate and that the database remains accurate. This can involve reviewing the existing record, carrying out the appropriate checks, contacting the current keeper where required, and dealing with any refusals or disputes that may arise.

The charge for a Transfer of Keepership is £39, and this also includes 12 months of IdentiAlert, our enhanced missing pet protection service. This provides additional support and protection should your pet ever go missing, giving you added peace of mind alongside the completed transfer.

We understand that the charge may not have been anticipated, but the process and associated checks are important in protecting both pets and their registered keepers. We’re committed to ensuring that microchip records are accurate and that changes are made safely and appropriately.

If you would like us to look into your individual circumstances or have any questions about the transfer, please don’t hesitate to get in touch. Our team will be happy to explain the process and help wherever we can.

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

Warm regards,

Ben
Identibase

Réponse de identi

Il y a 8 heures

Thank you for taking the time to share your feedback.

We’re pleased to hear that you found the paperwork clear and the information provided helpful. We always aim to make sure our customers have everything they need and that our processes are as straightforward as possible.

You mentioned that you didn’t have to pay when you previously had a pet, and our services and pricing have changed over time. Where a Transfer of Keepership is required, there is now a £39 charge. This is because a transfer is more than simply changing the name on a record. It involves the appropriate checks and work to securely transfer the registered keeper details and ensure the database remains accurate.

The £39 Transfer of Keepership charge also includes 12 months of IdentiAlert, our enhanced missing pet protection service, providing additional support and peace of mind should your pet ever go missing.

We appreciate that your previous experience was different, but we hope this helps explain why a charge applies today and what is included within it.

Thank you again for your feedback, and we wish you and your new pet many happy and healthy years together.

Warm regards,

Ben
Identibase

Réponse de identi

ll y a 2 jours

Thank you for taking the time to share your feedback. We’re sorry to hear that you were disappointed by the £39 charge and, in particular, that the email inviting you to leave a review still showed the previous keeper’s name.

We completely understand why this would have been frustrating, especially where the adoption centre had originally provided the incorrect name. However, when a pet is already registered to another keeper, we’re unable to simply change the name on the record. The process required is a Transfer of Keepership, which is designed to ensure that changes to a pet’s registered keeper are made securely and appropriately.

A Transfer of Keepership involves more than updating a name. Our team needs to review the existing record and follow the appropriate checks to help protect the pet and the registered keeper. This can include contacting the existing keeper where required, dealing with any refusals or disputes, completing verification checks, and securely updating the database once the transfer has been completed. The process can take up to 28 days where further checks or consent are required.

The £39 charge reflects the work involved in completing this process and also includes 12 months of IdentiAlert, our enhanced missing pet protection service. We appreciate that this may not have been the outcome you were hoping for, but these safeguards are important to ensure that changes to registered keeper details cannot simply be made without the appropriate process being followed.

We are, however, sorry that the review invitation email still displayed the previous keeper’s name. Until a Transfer of Keepership has been fully completed, the existing registered details remain on the record, which is why the previous name could still appear on communications sent during this period. We appreciate that seeing the incorrect name in the email was frustrating and apologise for any confusion this caused.

We understand that, from your perspective, this may have felt like a straightforward correction following an error by the adoption centre. We’re always happy to look at individual circumstances and do everything we can to make the process as clear and straightforward as possible.

Thank you again for your feedback. We genuinely appreciate you raising your concerns, and we hope this helps explain why the process and charge are in place.

Warm regards,

Ben
Identibase