I tried emailing (as previous reviewers have noted the website is awful) to confirm the details registered with my cat. I received no reply. So I phoned, confirmed the details very quickly, but they c... Voir plus
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Absolutely brilliant. Change of address was required and the process was carried out efficiently and speedily. Extremely pleasant lady on the end of the phone. 😃
The lady on the other end of phone made it so easy for me yo find out information I needed and she emailed all details of pet to me She was very helpful and happy and she explained things easy in... Voir plus
L'entreprise a répondu
The website is absolutely dreadful! I am unable to do anything on it. I did ring and spoke to a very friendly and helpful lady who completed the transfer for me (which at £39 was incredibly expensive... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
Petlog is the largest database in the UK; supporting the reunification of lost and found microchipped pets. Managed, by The Kennel Club, over 13 million pet owners trust us to keep their details safe, and assist in reuniting them with their pet; should they go missing. We have been doing so for over 25 years. A not-for-profit organisation, we defer income to support the database and ensure that we meets our service promise to customers, for the lifetime of the microchipped pet.
Coordonnées de contact
Kennel Club House, Gatehouse Way, HP19 8DB, Aylesbury, Royaume-Uni
- 01296 336579
- petlog.org.uk
4,1
Bien
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I had the pleasure of being assisted by…
I had the pleasure of being assisted by a representative named Donna. Donna was extremely helpful and provided valuable information for the future regarding travel with our pet. Donna provided all official documentation needed. I could not recommend more highly.
15 juin 2026
Avis spontané
Réponse de Petlog
Thank you for your feedback. We are very pleased to read that you are happy with the service received from Petlog. Our staff work diligently and pride themselves on providing excellent service to all customers.
Money making racket
Money making racket, I attempted to add my details to my new puppy’s chip that tbe breeders would if paid £20+ for tbe implant - Petlog then wanted £39 to add my details - this used to be £9.99 how can this increase to £39…..just a money making scheme, unhelpful staff no interest in helping they just want the registration fee, I’d avaiid and use another chip supplier
3 juin 2026
Avis spontané
Réponse de Petlog
We are sorry to read of your disappointment with the process and charges involved in microchipping your pet. We do understand that the process can be confusing and we are working with DEFRA and other industry partners to provide more clarity where we can.
The cost paid when a pet is microchipped includes the cost of the microchip, the implanter’s time, as well as registration onto a database; be that 10 or 20 years or more, this fee is paid direct to the implanter and not the database. Only a very small percentage of this fee will contribute to the database services which includes a 24/7 reunification service for lost and found pets.
Petlog offer annual subscription packages, and these allow the pet keeper to update their records as many times as is needed throughout the lifetime of their pet along with other benefits.
We are only one of a number of government compliant reunification databases for microchipped pets; all of which have similar charges to support pet keepers over the lifetime of their pet. Further information on DEFRA website can be located via https://www.gov.uk/get-your-dog-cat-microchipped advising of charges for database amendments. Please note both cats and dogs are governed under compulsory microchipping legislation (England) which states it is compulsory for a keeper to keep their contact details up to date.
We believe in offering the best service and value for our customers, therefore we defer income to maintain our lifetime service promise. In addition to this, from our inception, Petlog has been dedicated to supporting the animal welfare sector and promoting responsible pet keepership. As such we dedicate significant resource every month to providing welfare organisations, such as Dogs Trust, Battersea Dogs & Cats Homes, RSPCA, Royal Kennel Club’s Breed Rescues and many other smaller welfare organisations the support to access our database and welfare rehoming services for free.
Very disappointing experience
Very disappointing experience. While I appreciate that there is a fee for registering an overseas microchip, what I disagree with is the compulsory subscription that appears to be attached to the registration process with no option to opt out.
The registration fee itself was already expensive, but being automatically enrolled into an ongoing subscription is wrong. Customers should be given a transparent choice as to whether they want additional paid services rather than having them bundled in by default.
14 mai 2026
Avis spontané
Réponse de Petlog
Thank you for taking the time to share your feedback. We’re sorry to hear about your concerns and appreciate the opportunity to clarify our approach.
Petlog has moved away from a one-off “set and forget” model because, too often, keeper details are not kept up to date. This is one of the primary reasons lost pets are not successfully reunited with their owners. Our current approach is designed to encourage active engagement from keepers, helping ensure contact details remain accurate when they matter most.
Our services now operate on a subscription model, which includes annual confirmation of the details held on the database, reminders to review and update information, and enhanced reunification support. This enables swift contact to be made when a pet is found and scanned. We have also introduced functionality that notifies keepers by SMS when their pet’s microchip is searched, including the location of the scan.
For keepers who choose not to continue after the first year, their DEFRA-compliant microchip registration remains in place. They may opt out of the service, with a one-off fee applying only if they later need to access additional features, such as updating their details.
Your feedback helps us continue to improve the support we provide to pets, keepers, and professionals alike.
All sorted eventually.
After a lot of hassle trying to sort my breeder account 5 calls. Due to petlog upgrade system. Spoke with Natalie and she managed to get my account back on track. Amazing customer service. If I ever have to call them again. I do hope i get to deal with her. If you read this Natalie. Thank you.
9 juin 2026
Avis spontané
Réponse de Petlog
Thank you for your feedback. We are very pleased to read that you are happy with the service received from Petlog. Our staff work diligently and pride themselves on providing excellent service to all customers.
Fantastic Call Handler!
I recently had to call Petlog to update my cat’s status from "missing" to "found" and to fix ongoing login issues with my online account. What could have been a frustrating experience turned into an absolute pleasure, thanks to an American lady called Kay.
From the outset, Kay was warm, helpful, and remarkably efficient. She listened carefully, updated my cat’s status without delay, refreshed my contact details, and patiently guided me through creating a new account – all while navigating the complexities of Petlog’s legacy system changes. She explained clearly why I couldn’t access my account (a system migration back in March 2021) and set honest expectations about a manual IT process that could take up to a month to fully link everything.
Kay is genuinely the best customer service representative I’ve spoken to in years – and I don’t say that lightly. Her professionalism, clarity, and kindness turned a messy administrative task into a genuinely positive interaction.
If Petlog has any sense, they’ll clone her. My only constructive feedback would be for Petlog’s wider systems: please make account migration and pet-linking more seamless so that excellent agents like Kay don’t have to manually fix what technology should handle. But for Kay herself? Flawless.
8 juin 2026
Avis spontané
Réponse de Petlog
Thank you for your feedback. We are very pleased to read that you are happy with the service received from Petlog. Our staff work diligently and pride themselves on providing excellent service to all customers.
Very friendly and helpful
Very friendly and helpful, was done in minutes. Would recommend to everyone who needs an animal chip.
2 juin 2026
Avis spontané
Réponse de Petlog
Thank you for your feedback. We are very pleased to read that you are happy with the service received from Petlog. Our staff work diligently and pride themselves on providing excellent service to all customers.
Website extremely slow (if working at…
Website extremely slow (if working at all). Having to pay and enter a subscription to change pet owners name is disgraceful.
Absolute scam of a company.
6 juin 2026
Avis spontané
Réponse de Petlog
Thank you for taking the time to share your feedback. We’re sorry to hear about your concerns and appreciate the opportunity to clarify our approach.
Petlog has moved away from a one-off “set and forget” model because, too often, keeper details are not kept up to date. This is one of the primary reasons lost pets are not successfully reunited with their owners. Our current approach is designed to encourage active engagement from keepers, helping ensure contact details remain accurate when they matter most.
Our services now operate on a subscription model, which includes annual confirmation of the details held on the database, reminders to review and update information, and enhanced reunification support. This enables swift contact to be made when a pet is found and scanned. We have also introduced functionality that notifies keepers by SMS when their pet’s microchip is searched, including the location of the scan.
For keepers who choose not to continue after the first year, their DEFRA-compliant microchip registration remains in place. They may opt out of the service, with a one-off fee applying only if they later need to access additional features, such as updating their details.
We fully recognise the important role breeders play in pet welfare and reunification, and we value you taking the time to share your perspective. Your feedback helps us continue to improve the support we provide to pets, keepers, and professionals alike.
Website not working again
Website not working again, having to spend ages in the phone to be told time and time again nothing wrong with website , to then be proven right as even the customer services can’t even get in, there has been a lot of issues over the fast few weeks were charity’s are struggling to get into the website to change microchips, since you updated the website a few years ago it’s been nothing but trouble,
5 juin 2026
Avis spontané
Réponse de Petlog
Thank you for sharing your feedback. We have contacted you with regards to this, hopefully this resolves the issue you are experiencing.
Terrible website
Terrible website. And £15 to change address is ridiculous and unnecessary. I refuse to pay that!
2 juin 2026
Avis spontané
Réponse de Petlog
The cost paid when a pet is microchipped includes the cost of the microchip, the implanter’s time, as well as registration on a database for the lifetime of the pet; be that 10 or 20 years or more. Only a very small percentage of this fee contributes to the database services which includes a 24/7 reunification service for lost and found pets.
We are only one of a number of government compliant reunification databases for microchipped pets; all of which have similar charges to support pet keepers over the lifetime of their pet.
We believe in offering the best service and value for our customers, therefore we defer income to maintain our lifetime service promise. In addition to this, from our inception, Petlog has been dedicated to supporting the animal welfare sector and promoting responsible pet keepership. As such we dedicate significant resource every month to providing welfare organisations, such as Dogs Trust, Battersea Dogs and Cats Homes, RSPCA The Kennel Club’s Breed Rescue and many other smaller welfare organisations the support to access our database and welfare rehoming services for free.
Spoke to Natalie after not accessing my…
Spoke to Natalie after not accessing my account In 10 years and she was amazing getting it up and running again, great friendly services
2 juin 2026
Avis spontané
Réponse de Petlog
Thank you for taking the time to provide your contact details and update your feedback. We are very pleased to read that you are happy with the service received from Natalie. Our staff work diligently and pride themselves on providing excellent service to all customers.
We have been experiencing unprecedented call volumes since the launch of our new website and we are actively reviewing our processes, online journeys and resourcing to ensure we are meeting customer expectations.
Terrible service and a rip off
Terrible service and a rip off - insist on you signing up to pay an annual subscription when all you want is to change details of the owner from the breeder to your own. Formal complaint made and spoke to lady who confirmed one off payment could be made and not annual subscription. Payment made over the telephone and was told I would receive email confirmation of change of ownership. No email received and neither I or my vet can gain access on their website to check details of ownership. Second formal complaint now made but no response received. Very poor service and would not recommend.
You have now posted to say matter resolved. It isn’t. Still awaiting confirmation in writing from you by email that I will not be charged an annual subscription fee and no further money will be taken from my bank card in future.
I would strongly recommend breeders to avoid using Petlog as there are other companies who do not insist on new owners having to pay an annual subscription fee for services they do not want.
29 mai 2026
Avis spontané
Réponse de Petlog
Thank you for your feedback. I understand this has now been resolved. If you require anything further do not hesitate to get back in contact.
I am extremely disappointed
I am extremely disappointed with Petlog's customer service.
My cat is currently missing, and I contacted Petlog to resolve a long-standing issue with my microchip registration. The cat is registered to me, but under my maiden name and a previous address. I have been trying since 2022 to have the details correctly updated and linked to my account, providing information on multiple occasions.
Instead of receiving help, I was told I would need to pay £15 to update my address, despite years of attempts to get the matter resolved. What was most frustrating was the complete lack of empathy and ownership from customer service. The advisor I spoke to appeared uninterested in helping, could not explain why the issue had not been resolved after several years, and would not transfer me to anyone in a back-office or supervisory team who could investigate further.
When a pet is missing, owners need support and clear answers. Instead, I was left feeling dismissed and no closer to understanding what information is actually held against my cat's microchip record.
I would have expected far better customer service from a company responsible for helping reunite lost pets with their owners.
29 mai 2026
Avis spontané
Réponse de Petlog
Thank you for taking the time to share your feedback. We’re sorry to hear about your concerns and appreciate the opportunity to clarify our approach.
Petlog has moved away from a one-off “set and forget” model because, too often, keeper details are not kept up to date. This is one of the primary reasons lost pets are not successfully reunited with their owners. Our current approach is designed to encourage active engagement from keepers, helping ensure contact details remain accurate when they matter most.
Our services now operate on a subscription model, which includes annual confirmation of the details held on the database, reminders to review and update information, and enhanced reunification support. This enables swift contact to be made when a pet is found and scanned. We have also introduced functionality that notifies keepers by SMS when their pet’s microchip is searched, including the location of the scan.
For keepers who choose not to continue after the first year, their DEFRA-compliant microchip registration remains in place. They may opt out of the service, with a one-off fee applying only if they later need to access additional features, such as updating their details.
We fully recognise the important role breeders play in pet welfare and reunification, and we value you taking the time to share your perspective. Your feedback helps us continue to improve the support we provide to pets, keepers, and professionals alike.
My experience of this company has been awful, cannot make contact with them
My experience of this company has been terrible. I purchased a puppy over a month ago, created an account and signed up for the £15 plan. It is not clear that this does not allow you to transfer keepership from the breeder who had the microchip done.
I have tried to phone the customer service over 100 times this past month and have received an engaged tone every time. I emailed on 27th April and 7th May and have received no response. I have now tried to follow their complaints process and cannot find the form. It directs you to log on to complete the form but then when I log in, the form is nowhere to be found.
I do not wish to pay a 2nd fee until I am refunded the first.
I wish the breeder had not microchipped the puppy as would have been much more straightforward and cheaper to complete at our vets and have it in our name straight away. Has added unnecessary stress and frustration to the process and still not resolved.
28 mai 2026
Avis spontané
Réponse de Petlog
Thank you for getting in contact.
Please contact us on 01296 336 579 and select option '2' for the Transfer of Keepership line to obtain a refund for your first payment and complete the transfer successfully.
Excellent Customer Service
While I feel the fee is a little on the steep side for registering a new pet, the excellent customer service made up for this. Tegan was incredibly helpful and responsive.
28 mai 2026
Avis spontané
Réponse de Petlog
Thank you for your feedback. We are very pleased to read that you are happy with the service received from Petlog. Our staff work diligently and pride themselves on providing excellent service to all customers.
They charge you to update your address
I find it absolutely ridiculous that you have to pay to update your change of address. I have changed every company I am under to my new address including my other cat under a different microchip provider yet not one company EXCEPT petlog has charged an ‘admin fee’ which literally takes under a minute to type. If it weren’t for my cats health I would be changing microchip company.
27 mai 2026
Avis spontané
Réponse de Petlog
Thank you for your enquiry, Petlog wish to advise that each change of address incurs an administrative fee of £15 unless you are upgraded to Petlog Secure or Petlog Reunite annual subscription service.
The cost paid when a pet is microchipped includes the cost of the microchip, the implanter’s time, as well as registration onto a database; be that 10 or 20 years or more, this fee is paid direct to the implanter and not the database. Only a very small percentage of this fee will contribute to the database services which includes a 24/7 reunification service for lost and found pets.
Petlog offer annual subscription packages, and these allow the pet keeper to update their records as many times as is needed throughout the lifetime of their pet along with other benefits.
We are only one of a number of government compliant reunification databases for microchipped pets; all of which have similar charges to support pet keepers over the lifetime of their pet. Further information on DEFRA website can be located via https://www.gov.uk/get-your-dog-cat-microchipped advising of charges for database amendments. Please note both cats and dogs are governed under compulsory microchipping legislation (England) which states it is compulsory for a keeper to keep their contact details up to date.
We believe in offering the best service and value for our customers, therefore we defer income to maintain our lifetime service promise. In addition to this, from our inception, Petlog has been dedicated to supporting the animal welfare sector and promoting responsible pet keepership. As such we dedicate significant resource every month to providing welfare organisations, such as Dogs Trust, Battersea Dogs & Cats Homes, RSPCA, Royal Kennel Club’s Breed Rescues and many other smaller welfare organisations the support to access our database and welfare rehoming services for free.
Link to our Help Centre https://www.petlog.org.uk/contact-us/help-centre-pet-keeper/ and further information on our fees can be located https://www.petlog.org.uk/contact-us/help-centre-pet-keeper/
Kind regards,
Petlog Services
If you'd received no reply from my mobile, would contact me email of which you have the address not have been an idea. No my issue has not been resolved, as you've not been able to contact me...
Not impressed. Customer service team do not respond.
I've had my cat with Petlog for the past 17.5 years and have contacted then twice in the last 4 weeks via email asking if they could clarify the contact telephone details. To date they have not had the curiosity to acknowledge my two emails!!!!
23 mai 2026
Avis spontané
Réponse de Petlog
We have tried to contact you by telephone and resolve your issue but have received no response.
If you still need help with this issue, please get in touch via our contact us page: https://www.petlog.org.uk/contact-us/
Your enquiry will be directed to the correct team and answered as soon as possible.
Kind Regards,
Kay was lovely and pleasant and very…
Kay was lovely and pleasant and very helpful. She made me feel like I was talking to someone I know…I feel at ease
22 mai 2026
Avis spontané
Réponse de Petlog
Thank you for your feedback. We are very pleased to read that you are happy with the service received from Petlog. Our staff work diligently and pride themselves on providing excellent service to all customers.
Very easy to make amendments
Very easy to make amendments. Thanks to a very charming lady
21 mai 2026
Avis spontané
Réponse de Petlog
Thank you for your feedback. We are very pleased to read that you are happy with the service received from Petlog. Our staff work diligently and pride themselves on providing excellent service to all customers.
Money making over consumer rights
Petlog refused to update my dog’s microchip details unless I paid £39, despite me being the original registered keeper before temporary transfer after a breakup.
What concerns me most is that they appear to bundle a legally important administrative update with a paid “premium” tracing service, even where customers explicitly do not want the subscription.
When challenged, I was told the standalone “transfer admin fee” is coincidentally the exact same price as the premium subscription. That does not feel like consumers are being given a genuine choice.
Historically, Petlog offered much cheaper standalone transfer options, so increasing this to £39 for feels excessive and potentially unfair under consumer protection law.
Consumers are legally required to keep microchip details accurate, so it is disappointing to see what appears to be a basic record update turned into a high-cost upsell exercise.
I would strongly encourage anyone using Petlog to carefully check the fees and terms before agreeing to any transfer or subscription services.
EDIT: I question whether refusing to correct known outdated keeper data unless a substantial fee is paid is consistent with data accuracy obligations under UK GDPR.
19 mai 2026
Avis spontané
Réponse de Petlog
Thank you for taking the time to share your feedback. We’re sorry to hear about your concerns and appreciate the opportunity to clarify our approach.
Petlog has moved away from a one-off “set and forget” model because, too often, keeper details are not kept up to date. This is one of the primary reasons lost pets are not successfully reunited with their owners. Our current approach is designed to encourage active engagement from keepers, helping ensure contact details remain accurate when they matter most.
Our services now operate on a subscription model, which includes annual confirmation of the details held on the database, reminders to review and update information, and enhanced reunification support. This enables swift contact to be made when a pet is found and scanned. We have also introduced functionality that notifies keepers by SMS when their pet’s microchip is searched, including the location of the scan.
For keepers who choose not to continue after the first year, their DEFRA-compliant microchip registration remains in place. They may opt out of the service, with a one-off fee applying only if they later need to access additional features, such as updating their details.
For further details about the Transfer of Keepership process, along with our Terms & condition, please visit our website https://www.petlog.org.uk/products/transfer-of-keepership/
Kind Regards
Petlog
Absolutely appalling
Absolutely appalling. Have paid £39 to transfer keepership of my friend's cat to me after she died. Then they want a subscription every year to keep her details. Anyway.....Nothing! No transfer, no communication at all or replies to several emails. I am wondering if this is a scam website. Don't waste your money.
17 mai 2026
Avis spontané
Réponse de Petlog
Thank you for sharing your feedback. We have reviewed the information and can see this has now been resolved and you have been able to access to your pet's record online. If you require anything further do not hesitate to get back in contact.
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