identi Avis 

Réponse de identi

ll y a 5 jours

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

We’re delighted to hear that the member of our team who assisted you was patient, helpful, and took the time to answer all of your questions. We know that sometimes you simply need someone to listen, understand what you’re asking, and take the time to explain things clearly, so it’s fantastic to know that you received exactly that level of support.

Providing friendly, knowledgeable, and patient customer service is something we take great pride in. Our aim is always to make sure customers feel comfortable asking questions and leave the conversation feeling confident that they have the information they need.

Your kind comments are a wonderful recognition of the advisor who helped you and the wider Customer Care team. We’ll be sure to share your feedback with them, as knowing that their patience and helpful approach made such a positive impression will mean a great deal.

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

28 août 2026

Thank you so much for taking the time to share such a personal and heartfelt review with us.

We are truly sorry to hear about the loss of your beautiful girl. Losing a much-loved pet is incredibly painful at any time, but having to make such a difficult decision during the Christmas and New Year period must have made an already heartbreaking experience even harder. Please accept our sincere condolences.

It is completely understandable that informing Identibase was not at the forefront of your mind while you were dealing with such a difficult loss. We’re pleased that when you were able to update us, Jack took the time to respond personally and with the care and compassion you deserved.

We’re particularly touched to hear that Jack’s personal message made a difference to you. Our pets become such an important part of our families, and we know that behind every microchip record is a much-loved animal and their family. That’s why we always want our customers to feel that they are speaking to people who genuinely understand the importance of what they are dealing with.

We’ll be sure to pass your incredibly kind comments on to Jack. Knowing that his thoughtful and personal response brought you some comfort during such a difficult time will mean a great deal to him.

Thank you again for your lovely feedback and for allowing us to be part of your journey with your beautiful girl. We’re so sorry for your loss, and we hope that, in time, the wonderful memories you made together will bring you some comfort.

Warm regards,

Ben
Identibase

Réponse de identi

28 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 helpful, friendly, and patient. These are qualities we really value, as we want every customer to feel listened to, supported, and confident that their query is being handled properly.

We understand that questions or issues relating to your pet’s microchip record or account can sometimes be confusing, so taking the time to listen carefully and explain things clearly is an important part of the service we aim to provide. It’s fantastic to know that you felt well supported during your experience with us.

Your kind feedback means a great deal to the whole team and is a wonderful recognition of the effort our advisors put into making every interaction as positive and straightforward as possible.

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

28 août 2026

Our standard registration is free, and the basic service provides the core microchip registration needed to keep your pet’s details on the database. However, changes to keeper information, such as a change of name or address, require an update to the existing record and associated administration, which is why a charge can apply. Our additional subscription options are also designed to provide greater flexibility for customers with multiple pets, along with enhanced benefits beyond basic registration.

That said, we’re absolutely delighted that you felt the customer service you received was top notch! It’s fantastic to hear that your call was answered quickly and that our team was able to deal with your enquiry efficiently. We know that being able to speak to a real person without a lengthy wait can make a huge difference, particularly when you simply need some help or clarification.

Providing friendly, knowledgeable, and efficient support is something we take great pride in, so your comments about the speed of our response and the way your enquiry was handled are fantastic recognition for the whole team.

Thank you again for your honest feedback and for choosing Identibase. We really appreciate your support and are pleased that, despite your frustrations with some of our charges and services, you had such a positive experience with our Customer Care team.

We wish you and all your cats 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

28 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 so helpful and informative and was able to answer all of your questions. It’s fantastic to know that he took the time to make sure you had the information you needed and that you found him pleasant and friendly throughout your conversation.

We understand that when you contact us with questions about your pet’s records or account, it’s important to feel confident that you’re speaking with someone who understands your situation and can provide clear and accurate guidance. Our aim is always to make things as straightforward as possible, while ensuring every customer feels listened to and supported.

It’s wonderful to hear that Lewis provided exactly that experience. His friendly approach combined with his knowledge is exactly the type of customer service we want to deliver, and your feedback is fantastic recognition of the effort he puts into helping our customers.

We’ll be sure to pass your kind comments on to Lewis. Knowing that he was able to answer all your questions and make your experience such a positive one will mean a great deal to him.

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

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

Warm regards,

Ben
Identibase

Réponse de identi

28 août 2026

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

We’re absolutely delighted to hear that Paige was so friendly, helpful, and positive and was able to get everything sorted for you. It’s fantastic to know that she made such a great impression and helped make your experience with Identibase such a positive one.

We understand that when you need to contact us about a query or issue, you want someone who will listen, understand what you need, and make the process as straightforward as possible. It’s wonderful to hear that Paige did exactly that and was able to resolve everything for you efficiently.

Providing friendly, approachable, and professional customer service is something we take great pride in, and feedback like yours is a fantastic recognition of the care and enthusiasm our team brings to every customer interaction.

We’ll be sure to pass your kind comments on to Paige. Knowing that her positive attitude and willingness to help made such a difference will mean a great deal to her.

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

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

Warm regards,

Ben
Identibase

Réponse de identi

28 août 2026

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

We’re delighted to hear that Ellie responded quickly to your query and was able to help resolve the issue with the microchip registration. We understand how important it is to make sure your pet’s microchip is registered to the correct keeper, so it’s fantastic to know that Ellie was able to guide you through the necessary process and get everything sorted.

When information on a microchip record is incorrect, it’s important that we take the appropriate steps to make sure the record is updated accurately and securely. We’re pleased that Ellie was able to explain what was needed and provide the support to get the registration corrected without unnecessary delay.

It’s also wonderful to hear that you found Ellie so helpful. Providing friendly, knowledgeable, and efficient support is exactly what we strive for, particularly when customers are dealing with something as important as their pet’s identification and safety.

We’ll be sure to pass your kind comments on to Ellie. Knowing that she was able to respond promptly and make such a positive difference to your experience will mean a great deal to her.

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

If you 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

28 août 2026

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

We’re delighted to hear that you were able to speak to a real person without a lengthy wait and that the advisor who answered your call was extremely helpful, informative, and pleasant to deal with. It’s fantastic to know that you had such a positive experience from start to finish.

We know how valuable it is to be able to speak directly to someone when you have a question or need help, particularly when it concerns something important relating to your pet. Our aim is always to make contacting us as straightforward as possible and ensure that, when you do reach us, you receive clear, accurate, and helpful information from a friendly member of the team.

It’s wonderful to hear that our advisor’s manner made such a positive impression. We take great pride in providing customer service that is not only efficient and knowledgeable, but also warm and approachable. Your feedback is a fantastic recognition of the effort our team puts into every conversation.

We’ll be sure to share your kind comments with the wider team. Feedback like yours is hugely encouraging and helps motivate us to continue delivering the high standard of service our customers and their pets deserve.

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

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

Warm regards,

Ben
Identibase

Réponse de identi

28 août 2026

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

We’re delighted to hear that Lewis was helpful and took the time to explain everything you wanted to know. Making sure our customers receive clear, straightforward answers to their questions is really important to us, so it’s fantastic to know that Lewis provided exactly the level of support you needed.

We understand that pet microchip records and account information can sometimes raise questions, and our aim is always to make things as simple and easy to understand as possible. It’s wonderful to hear that Lewis was able to guide you through everything clearly and leave you feeling confident in the information you received.

We’re also really pleased to hear that you consider Identibase a great company with a good service. Our Customer Care team works hard every day to provide friendly, knowledgeable, and professional support, so feedback like yours is a fantastic reflection of the service we strive to deliver.

We’ll be sure to pass your kind comments on to Lewis. Knowing that he was able to answer your questions and provide such a positive experience will mean a great deal to him.

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

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

Warm regards,

Ben
Identibase

Réponse de identi

28 août 2026

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

We’re absolutely delighted to hear that you received excellent advice and help from our team. Providing clear, knowledgeable, and friendly support is something we take great pride in, so it’s fantastic to know that you had such a positive experience.

We understand that when you contact us with a question or issue, you want to feel confident that you’re speaking to someone who understands your situation and can provide the right guidance. Our aim is always to make things as straightforward as possible and ensure you feel supported from the moment you get in touch.

Your kind feedback is a wonderful reflection of the hard work our Customer Care team puts into helping pet owners every day. Comments like yours really do mean a great deal to the whole team and encourage us to continue providing the high standard of service our customers and their pets deserve.

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

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

Warm regards,

Ben
Identibase

Réponse de identi

28 août 2026

Thank you so much for taking the time to leave such a detailed review and for your five-star rating!

We’re delighted to hear that, once you reached us, Piper was able to make the experience a positive one. It’s fantastic to know that she was friendly, professional, and able to understand your query and get everything sorted for you within just a few minutes.

We’re sorry, however, that you experienced difficulties when initially trying to activate your account. We appreciate how frustrating it must have been to go through the activation process only to find that the link was no longer working, particularly when the email you received did not make the 24-hour time limit clear enough.

We really appreciate you highlighting this to us. Clear communication is extremely important, especially when we are asking customers to complete an important step such as activating their account. Feedback like yours helps us identify where our communications can be clearer and where we can improve the customer experience.

It’s wonderful that you were able to speak with Piper and that she could quickly resolve the issue for you. We’ll be sure to pass your kind comments on to her – she’ll be really pleased to know that her friendly and professional approach made such a difference.

Thank you again for your patience, your constructive feedback, and for giving us the opportunity to put things right. We’re really pleased that we could get you up and running and hope you now find your Identibase account straightforward and easy to use.

If you ever need any further assistance or have any questions in the future, please don’t hesitate to get in touch – our friendly team is always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

28 août 2026

Hi Heidi,

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

We’re absolutely delighted to hear that Paris was able to make updating your details so simple and quick, particularly at a time when you already had so much to think about with moving house. As you rightly say, moving can be a huge event in someone’s life, and we completely understand that the last thing you need is another complicated task adding to the stress.

It’s fantastic to hear that Paris was able to provide such a friendly and professional service and take the worry out of the process for you. Making things straightforward for our customers is exactly what we aim to do, and it’s wonderful to know that Paris was able to give you the reassurance you needed that your beloved cats’ details are up to date and that their important microchip records remain in place.

We know just how much our pets mean to us, so having peace of mind that their information is accurate and accessible is incredibly important. Should one of your cats ever go missing, having the correct details registered gives you that added reassurance that you can be contacted if they are found and their microchip is scanned.

We’ll be sure to pass your lovely feedback on to Paris. We’re sure she’ll be delighted to hear your kind comments – and we’ll also let her know that you think she has a beautiful name!

Thank you again for your fantastic feedback and for trusting Identibase with your cats’ important microchip information. We truly appreciate your support and wish you every happiness in your new home, along with many happy, healthy, and safe years with your beloved cats.

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

28 août 2026

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

We’re absolutely delighted to hear that you received excellent customer service and that our team was able to deal with your enquiry quickly and efficiently. Providing prompt, helpful, and professional support is exactly what we strive for, so it’s wonderful to know that you had such a positive experience.

We understand that when you contact us with a question or issue, you want to know that it will be taken seriously and dealt with without unnecessary delays. Our aim is always to make the process as straightforward and hassle-free as possible, while ensuring you receive clear and helpful information.

Your kind feedback is fantastic recognition of the hard work our Customer Care team puts into every interaction. Comments like yours really do mean a great deal to the whole team and encourage us to continue delivering the high standard of service our customers and their pets deserve.

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, 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

28 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 so helpful, friendly, polite, and knowledgeable when you contacted us. It’s fantastic to know that she was able to understand your query and provide you with a clear and helpful answer.

We understand that when you contact us with a question, you want to feel confident that the person you speak to understands your situation and can give you the right information without making things unnecessarily complicated. It’s wonderful to hear that Paris was able to do exactly that while also providing such a friendly and professional service.

Our Customer Care team takes great pride in providing knowledgeable support alongside a warm and approachable manner. Your feedback is fantastic recognition of the effort our advisors put into making every customer interaction as straightforward and positive as possible.

We’ll be sure to pass your kind comments on to Paris. Knowing that she answered your query so well and left you with such a positive impression will mean a great deal to her.

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

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

Warm regards,

Ben
Identibase

Réponse de identi

28 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 helpful and knowledgeable and that we were able to get your issue sorted and fully closed out within the same morning. Providing a quick, efficient, and complete resolution is exactly what we strive for, so it’s fantastic to know that you received the level of service we aim to deliver.

We understand that when you contact us with a query, you want to know that it is being taken seriously and that someone will take ownership of getting it resolved. It’s wonderful to hear that our team was able to understand your situation, provide the right information, and make sure everything was completed without unnecessary delays.

We’re particularly pleased that you highlighted both the knowledge and helpfulness of our team. Our advisors work hard to ensure they can provide clear and accurate guidance while keeping every interaction friendly and approachable.

Your kind feedback means a great deal to the whole team and is fantastic recognition of the effort that goes into providing an efficient and customer-focused service every day.

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

28 août 2026

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

We’re absolutely delighted to hear that your cat was found and safely returned home. We can only imagine how worrying it must have been while he was missing, so it’s wonderful to know that he is back where he belongs – even if he did return covered in sawdust!

We’re particularly pleased to hear that you found our response reassuring. When a pet goes missing, acting quickly is incredibly important, which is why our missing pet services are designed to help get information out as promptly as possible. Alerting relevant local contacts and providing a personalised poster that can be printed and shared locally gives owners additional tools to help raise awareness and increase the chances of a safe reunion.

We understand that you may never know exactly what led to your cat being found, but it’s lovely to hear that a local person may have noticed the situation and checked whether he had become trapped somewhere. It’s a great example of how quickly getting the right information in front of people nearby can potentially make a difference.

It’s also fantastic to hear that you found the speed of our response reassuring. We know that when a much-loved pet goes missing, owners need to feel that they have support and that action is being taken, particularly during those first worrying hours.

Helping reunite pets with their families is at the heart of what we do, and knowing that our service gave you confidence when you needed it most means a great deal to the whole team.

Thank you again for your wonderful feedback and for trusting Identibase with your cat’s important microchip information. Most importantly, we’re so pleased that your cat is safely home with you and hope there are no more unexpected adventures for a very long time!

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

28 août 2026

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

We’re absolutely delighted to hear that Paris was so friendly, helpful, and informative and that her knowledge and expertise helped make your experience a much more positive one. It’s fantastic to know that she was able to support you when you had been struggling to navigate things online.

We completely understand how frustrating it can be when you’re having difficulties using the internet or accessing the information you need. Sometimes what should be a simple process can quickly become stressful, so having someone who can patiently talk you through things, answer your questions, and provide clear guidance can make all the difference.

It’s wonderful to hear that Paris was able to do exactly that and that you felt confident in the information she provided. Our aim is always to make things as straightforward as possible for our customers, regardless of how comfortable they may be with using online services.

We’ll be sure to pass your lovely comments on to Paris. Knowing that her friendly manner, knowledge, and willingness to help made such a positive impression will mean a great deal to her and is fantastic 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 – whether online or by phone, our friendly team is always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

24 août 2026

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

We’re sorry to hear that you experienced difficulties when trying to get through to our team, particularly if you were contacting us about something relating to the welfare of a pet. We understand that in those circumstances, being able to speak to someone quickly and get the right support is incredibly important.

We have looked into the process and, having tested the telephone options ourselves, we have not been able to identify an issue with the service. Selecting option 2 on our IVR should connect you through to our Customer Care team during our main opening hours. If the main contact centre is closed, the call should then be routed through to our out-of-hours team.

However, we would really like to understand exactly what happened in your particular case rather than simply assume that everything worked as expected. If you could please get in touch with us directly and provide any details you have about when you called and what happened when you selected the relevant option, we would be more than happy to investigate this further.

Animal welfare is our number one priority, and we take any concerns about customers being unable to access the support they need extremely seriously. Our aim is to ensure that pet owners can reach an appropriate member of our team when they need assistance, particularly in situations involving missing or vulnerable pets.

We appreciate you bringing this to our attention, and we would welcome the opportunity to look into the circumstances properly and understand whether there is anything we need to address.

Please do contact our team and ask for your query to be escalated if necessary. We’ll be more than happy to investigate this further for you.

Thank you again for your feedback and for giving us the opportunity to look into your experience.

Warm regards,

Ben
Identibase

Réponse de identi

24 août 2026

Thank you for taking the time to share your feedback.

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

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

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

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

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

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

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

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

Warm regards,

Ben
Identibase

Réponse de identi

28 août 2026

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

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

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

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

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

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

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

Warm regards,

Ben
Identibase