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
5 k avis
Aucun historique récent de demande d’avis
Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 93 % de ses avis négatifs
Répond généralement dans un délai d'une semaine
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Great customer service
Great service. Customer service on point. Only downside of this experiences was having to pay £15 for changing address information.
I was asked whether I wanted to continue knowing there would be a cost, however it’s not the point as I’d need to update my pets details regardless as I’ve moved from the area.
12 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.
Absolute rubbish website
Absolute rubbish website, it definitely needs a bit of work, just end up going round in circles and so slow.
11 mai 2026
Avis spontané
Réponse de Petlog
We are sorry to read that you are unsatisfied with the service received from Petlog. We are here to help. So if you do still have any questions, or would like this matter investigated further, please visit our website Help and Advice page for answers to frequently asked questions or https://www.petlog.org.uk/contact-us/ to call or send us an email.
Easy to change address with a small…
Easy to change address with a small fee that I found acceptable
11 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.
Spent ages waiting for them to answer…
Spent ages waiting for them to answer the phone on several occasions. I still can’t view my dashboard to see my young pup since February. I get various emails from Vlad saying log into Petlog it’s now working but it isent. Fortunately our 2nd puppy from April is logged with a more efficient provider. I even had to ring and get Poppy’ my 18 year old JRT to be taken off as she had to be put to sleep. They took my £39 odd back in February but they’ve failed to deliver anything which could be ‘value for money’just tried again to get it sorted, I notice my male dog is down as a female! Bella said well not on their side, I said it needs to be right on both sides. It wouldn’t let me edit, she couldn’t and she’s got to escalate it again. What a rubbish IT system. Said I want it logged that if they don’t get it right until December 26 then that’s when I expect my £39 membership to start!
In response to your response I have given trust pilot full details of my ref no etc.
I suggest you contact them there. We have also several emails between myself and Vlad where he keeps telling me it’s been fixed but it hasent. When are you going to get it sorted????
11 mai 2026
Avis spontané
Réponse de Petlog
We're very sorry to read that you are unsatisfied by your experience with Petlog. We have tried to contact you here, to obtain more details 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,
Petlog
Website is excruciatingly slow
Website is excruciatingly slow (10 seconds to load a page is horrific in 2026). And then you can't even register your pet online, you have to phone them, and they're only open during working hours during the week.
9 mai 2026
Avis spontané
Réponse de Petlog
We're very sorry to read that you are unsatisfied by your experience with Petlog. Further information on Petlog and our services can be found online www.petlog.org.uk
If you have any queries, 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,
Petlog
Very disappointed with Petlog’s…
Very disappointed with Petlog’s service. I submitred a transfer of keepership for my cat on 30th March and was told that if the previous owner did not respond within 28 working days, the transfer would be completed. We are now well past that timeframe, yet I am still being told to wait even longer with no clear explanation.
What makes this worse is that I paid £39 for the Petlog Reunite membership, expecting a professional and efficient service, but the customer experience has been extremely poor. I was even reassured over the phone that the issue would already have been resolved by now, which clearly was not the case.
For something as important as pet ownership records, the delays, lack of communication, and inconsistent information are very frustrating. I would not have expected this level of service after paying for a premium membership.
7 mai 2026
Avis spontané
Réponse de Petlog
Thank you for sharing your feedback. I have reviewed the information and can see this has now been resolved. If you require anything further do not hesitate to get back in contact.
locked out of my account due to their…
Further Edit following below response from petlog:
I have replied to your request for further information, I did so as soon as I received the request. Only option on the link provided is to call, webchat is non existent and no other methods of contact, can't even email as this has been removed
don't see the point in calling again as they wouldn't help or justify the ludicrous charges in the first place
locked out of my account due to their system changes in 2021. rang to try and change address only to be told there is a unjustifiable £15 admin fee. Totally ridiculous, even the agent could not justify or give any reason as to why there is even a charge other than I am a basic customer and that's the charge. No ongoing or maintenance charges were given when the chip was implanted 15 years ago
8 mai 2026
Avis spontané
Réponse de Petlog
We're very sorry to read that you are unsatisfied by your experience with Petlog. We have tried to contact you here, to obtain more details 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,
Petlog
The lady I spoke with was exceptionally…
The lady I spoke with was exceptionally helpful & relieved my concerns immediately. She managed to ensure that all my cats are now logged with you & she also managed t change my surname which had been spelt incorrectly. Brilliant service from a fabulous lady
6 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.
Problems with ‘Holiday Mode’
I would give the adviser I have just spoken to 5 stars for trying, but he was unable to solve my problem. In February we took on an adult dog already registered with Petlog and paid £15 for Petlog Secure, specifically so that we could register a temporary address for her when we go away. I asked how to do this online at the time and was told that because of a new computer system it hadn’t been set up but it would be. I phoned today and after being put on hold for some time was told, very apologetically, that no one could tell me how to do it. All I could do was ring with details whenever we went away. Under the old system it was simple to do this online. The adviser said the problem would be raised but I don’t hold out much hope if nothing has happened in three months. Surely this could be easily solved?
5 mai 2026
Avis spontané
Réponse de Petlog
We are sorry to read that you are unsatisfied with the service received from Petlog. Please be advised this issue has been escalated to our technical team with urgency and we hope to have this resolved soon for you.
Truly awful to charge £15 to update an…
Truly awful to charge £15 to update an address online. What a ripoff
4 mai 2026
Avis spontané
Réponse de Petlog
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.
Customer Service is appalling
I’ve just bought a new puppy and tried to register my details with his microchip number only to find out the breeder has to release the puppy first her end. When I tried logging in I kept getting an error message and the website is not mobile phone friendly. The charges for transferring ownership are excessive and my final annoyance is your telephone lines. It says you are open mon-fri 9-5 but your lines had close on a Tuesday at 4:15. Oh and I emailed and still haven’t received a response or acknowledgment from Petlog.
I would not recommend and once I get the puppy registered to me I will be transferring to another company.
28 avril 2026
Avis spontané
Réponse de Petlog
We're very sorry to read that you are unsatisfied by your experience with Petlog. We have tried to contact you here, to obtain more details 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,
Petlog
Yet another rip off subscription.
Exactly the same issue as all the other 1 star reviewers, rip off Britain strikes again !!!!!!
£39 to change details of our newly acquired dog.
No offer of the lower £15 charge
Basically do or die.
Excuse given that people do not bother to update their details so we charge them a yearly subscription????
Complete garbage.
If it was a basic £10 to £15 charge there would probably be zero one star revues
and no one would bat an eye lid, GET A GRIP.
30 avril 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.
Don't bother with this lot
Appalling company.
Rubbish website you can't see animals you've registered, and they charge you £39 if you have a animal with a foreign chip you need to change. Not surprising so many people don't bother.
You can't reach anyone on phone without a tortuous half-hour trying every option and each comes up with 'Sorry there was an error'. How on earth do you report an animal lost or dead when nothing works? I want to withdraw my animals and go somewhere else, but when you do finally get someone they transfer you round and round and then it clicks off.
I am trying to get the money back they ripped me off for. They have no phone contact, no email. Perhaps a court summons will get this lot moving.
DO NOT USE.
Further to their reply:
Now 3x asked for money back. Refusing Still. So I will take out a court summons. I DO NOT WANT YOUR USELESS SERVICE I WANT MY MONEY BACK. HOW DIFFICULT IS THAT TO UNDERSTAND?
1 mai 2026
Avis spontané
Réponse de Petlog
We are sorry to read that you are unsatisfied with the service received from Petlog. We are here to help. So if you do still have any questions, or would like this matter investigated further, please visit our website Help and Advice page for answers to frequently asked questions or https://www.petlog.org.uk/contact-us/ to call or send us an email.
Amazing service at Petlog.
As an elderly and often forgetful & muddled person, I do not feel comfortable using a phone. However, I was fortunately helped by a lady called Kim. She was pleasant and very calm and patient as I forgot some important info and had to keep checking with my Son to make sure I got all the details correct. I wish there was a Kim at the end of every phone call to companies as I was very relaxed instead of the usual stress I get making calls. She is a huge asset to Petlog !
29 avril 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.
I spoke to Chloe on the phone 29.05.26…
I spoke to Chloe on the phone 29.05.26 she was kind and understanding wonderfully professional thankyou !
29 avril 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.
Amazing customer service
Laura was so helpful kind and patient. Thank you so much
29 avril 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 patient and personable
The person on the phone was great very thoughtful. And offered me extras when I told them ive moved a lot recently. Thank you so much for understanding.
29 avril 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.
Wonderful immediate help with my query
Wonderful immediate help with my query.
Brilliant service.
28 avril 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.
Kay was extremely understanding and helpful
Relatively quick to answer call; Kay was very understanding and helpful. Quickly verified that I was the genuine owner and explained the process whilst amending the contact details
27 avril 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.
Another scam subscription service
Don't bother using this service. They're another company moving to a scam subscription model under the guise of "but people forget to update!" as if an annual email asking for an update of details wasn't possible. Fine if you need more money as a business, but at least show transparency. On that note, please write this on your website. To have to look at other 1 star reviews to find out about this move to a subscription-based model is laughable. So I've paid a one-off (already expensive) fee for one year's worth of service, when that is not what I signed up for. Please everyone, do avoid.
Edit post-response from Petlog - all you've done is give a corporate reply reiterating exactly what I've already said in my review. You've not clarified anything. Show some transparency rather than hiding behind corporate-sounding drivel. I'd respect it more if you just said revenue is down and we're struggling financially!
26 avril 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.
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