identi Avis 

Réponse de identi

ll y a 5 jours

Thank you for taking the time to leave us a review.

We're pleased to hear that you found the registration process straightforward.

We're also delighted that you've found the offers and helpful tips available through our service valuable. We continuously look for ways to provide additional benefits and useful information to our customers.

Réponse de identi

ll y a 5 jours

Thank you for taking the time to share your feedback.

We're delighted to hear that Lewis as able to assist you with setting up your new identi account quickly and efficiently.
It's great to know that he took the time to explain everything to you.

We will be sure to pass your kind comments on to Lewis.

Réponse de identi

ll y a 5 jours

Thank you for taking the time to leave us a review.

We're delighted to hear that our team member was able to assist you today and that your query was resolved quickly, professionally, and courteously.
Providing helpful and efficient service is something we take great pride in.

Réponse de identi

ll y a 7 jours

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

We’re delighted to hear that you found contacting us by email so easy and that Georgina was able to help with both updating your address and adding the additional information about your rescued dog. We know that keeping your details accurate is important, particularly when you have recently rescued a pet and want to make sure their information is correctly recorded.

It’s fantastic to hear that Georgina explained everything clearly and was able to take care of the changes for you. Providing friendly, knowledgeable and reassuring support is exactly what we aim for, so it’s wonderful to know she made the process feel so straightforward.

We’re also really pleased that you received replies to your emails either the same day or the following day. We appreciate that when customers get in touch with a question or need something changed, receiving a prompt response can make all the difference. We’ll be sure to pass your kind comments on to Georgina – she’ll be delighted to know how much you appreciated her help.

Keeping accurate microchip and keeper information is incredibly important, especially for rescued pets, as it gives us the best opportunity to help reunite them with their family if they are ever lost and subsequently scanned.

Thank you again for your lovely feedback and for choosing Identibase. It’s great to know you had such a positive experience with our team, and we wish you and your rescued dog many happy, healthy and safe years together!

Warm regards,

Ben
Identibase

Réponse de identi

ll y a 7 jours

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

We’re delighted to hear that you found the online registration process so easy and that you think it’s a great idea. Making it simple for pet owners to register their pets and make sure their microchip details are safely recorded is something we’re really passionate about.

A straightforward registration process is important, particularly when you’ve just welcomed a new pet into your family and have plenty of other things to think about. We want customers to be able to get their pet’s details registered quickly and easily, without unnecessary complications.

Most importantly, keeping accurate and up-to-date information linked to a microchip can make a real difference if a pet ever goes missing and is subsequently found and scanned. Having the correct keeper and contact details gives us the best possible opportunity to help reunite pets with their families.

It’s fantastic to know that the service has made a positive impression and that you found the online experience so user-friendly. Your feedback is greatly appreciated by the whole team and encourages us to continue making the process as simple and accessible as possible.

Thank you again for your kind comments and for choosing Identibase. We wish you and your pet many happy, healthy and safe years together!

Warm regards,

Ben
Identibase

Réponse de identi

21 sept. 2026

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

We’re delighted to hear that you had no trouble getting your puppy’s microchip registered with us. We know that bringing a new puppy home is an exciting time, and making sure their microchip details are registered correctly is an important part of giving them the best possible protection.

Our aim is to make the registration process as simple and straightforward as possible, so it’s fantastic to know everything went smoothly for you. Having accurate keeper and contact information linked to your puppy’s microchip means that, should they ever go missing and be found and scanned, we have the best possible chance of helping to reunite you.

Thank you again for your kind comments and for choosing Identibase to keep your puppy’s microchip details safe and up to date. We wish you and your new puppy many happy, healthy and safe years together!

Warm regards,

Ben
Identibase

Réponse de identi

ll y a 7 jours

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

We understand why it would be concerning to discover that some of the information on your pet’s record was not as up to date as you expected, particularly when keeping keeper and contact details accurate is so important. Having reliable information linked to a microchip is essential, as it gives us the best opportunity to contact the correct keeper and help reunite a missing pet if they are ever found and scanned.

We’d certainly encourage customers to check their pet’s details whenever they move home, change telephone numbers or email addresses, or when there is any other change to their circumstances. Keeping these details current can make a real difference if a pet ever goes missing.

We also appreciate that you were surprised by the cost of making changes. Initial registration with Identibase is free, and we store your pet’s microchip record free of charge for the lifetime of the pet. However, there are significant costs involved in maintaining a secure and reliable national database, including our IT infrastructure, data security, regulatory compliance, customer service teams, communications and the ongoing work required to maintain the service.

For that reason, certain updates to existing records are chargeable. A standard change of details, such as updating an address or contact information, is £15. This is separate from a Transfer of Keepership, which is a different process and carries a different charge.

We know that nobody particularly enjoys paying to update information, but these small charges allow us to continue providing the underlying database service without introducing a mandatory registration fee simply for having your pet’s microchip registered with us. Our initial registration remains free, and we continue to store those records free of charge throughout the pet’s lifetime.

We hope this helps explain both why you may have found some older information on the records and why a charge can apply when changes are requested. Most importantly, we’re pleased that you’ve now had the opportunity to review the information and make sure your pets’ details are accurate and up to date.

Thank you again for taking the time to share your experience. If you have any questions about the information held on your records or need any further assistance, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

21 sept. 2026

Thank you for taking the time to leave your feedback!

We really appreciate you highlighting our customer service and communication. Clear, helpful communication is such an important part of the experience we want to provide, particularly when customers are dealing with their pet’s microchip records or have questions about our services.

Our Customer Services team works hard to make sure customers receive friendly, knowledgeable and straightforward support, with clear explanations and assistance whenever it is needed. It’s great to know that this aspect of our service stood out to you.

Your feedback means a great deal to the whole team and is a lovely reminder of the importance of putting customers at the heart of everything we do.

Thank you again for your comments 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

Réponse de identi

18 sept. 2026

Thank you for taking the time to leave your feedback.

Firstly, I’m sorry to hear that you felt the call handler was sarcastic and that you considered the customer service you received to be poor. That is certainly not the level of service we expect from our team, and we will look into the interaction to understand what happened. Our advisors should always communicate with customers in a professional, respectful and helpful manner, regardless of the nature of the query.

I would, however, like to clarify an important point regarding the £39 charge, as the suggestion that you have been charged simply because Animal Tracker has moved to Identi is misleading for anyone reading your review.

The £39 charge is for a Transfer of Keepership. This is a separate process from the migration of the Animal Tracker database to Identi. Where a pet is already registered to another keeper, a Transfer of Keepership is required to change the registered keeper details. This process is not something that has been introduced because you have moved from Animal Tracker to Identi, and it is not a charge simply for having your record migrated.

A Transfer of Keepership is a chargeable process, including where the relevant process was previously handled through Animal Tracker. The charge relates to the work involved in processing a change of registered keeper, rather than the database migration itself.

The £39 fee also includes 12 months of IdentiAlert, providing additional protection and support should your pet ever go missing. The Transfer of Keepership process itself can also involve reviewing the existing record, contacting the previous keeper where required, dealing with consent or disputes, carrying out appropriate checks and securely updating the registered keeper information.

We completely understand that nobody likes an unexpected charge, and we are always happy to explain exactly why a particular process or fee applies. However, it is important that the reason for the charge is represented accurately. The £39 fee has not been applied because Identi has taken over Animal Tracker; it is applicable because a Transfer of Keepership process was required.

We would therefore appreciate it if you would consider updating your review to reflect this distinction, particularly as your current wording could give other customers the impression that they are being charged £39 simply because their Animal Tracker account has moved to Identi, which is not the case.

We will also take your comments about the customer service seriously and investigate the interaction you have described. Whatever the circumstances surrounding the charge, you should always receive courteous, professional and respectful assistance from our team.

Thank you again for raising your concerns. We are committed to being transparent about our processes and pricing, while also ensuring that customers receive the standard of service we expect from our team.

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

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

We’re delighted to hear that you received excellent service and found our staff so friendly. Creating a positive experience for our customers is something we care deeply about, so it’s fantastic to know our team made such a good impression.

Your kind words are a great recognition of the care and effort our advisors put into supporting customers every day. We’ll be sure to share your feedback with the wider team.

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

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

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

We’re delighted to hear that you received great service and found everything easy and quick. Making the process straightforward and providing prompt support is exactly what we aim for, so it’s fantastic to know we delivered that for you.

Your feedback means a great deal to the whole team and is a wonderful recognition of the effort our advisors put into making things as simple as possible for our customers.

Thank you again for your kind comments and for choosing Identibase. If you ever need any further assistance, we’re always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

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

We’re really pleased to hear that our team was able to help resolve the issue with the messages you were receiving, particularly as you had already completed the forms. We appreciate how confusing it can be to receive reminders for something you’ve already done, so it’s fantastic to know that our advisor was able to look into this and get things sorted for you.

It’s also wonderful to hear that you found their approach warm and friendly. Providing clear, reassuring and helpful support is exactly what we aim for, and it’s great to know you felt well looked after.

Your feedback is greatly appreciated by the whole team and is a lovely recognition of the care our advisors put into helping customers every day.

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

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

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

We’re delighted to hear that you’ve found both our website and app intuitive and easy to navigate. It’s great to know that you’ve been able to find what you need for the everyday management of your pet’s details without any difficulty. Making things simple and accessible for our customers is something we work hard to achieve.

It’s especially pleasing to hear that when you had a more complicated Transfer of Keepership situation, Joseph was able to provide such friendly, professional and efficient support. Complex transfers can sometimes require additional guidance and checks, so having an advisor who takes the time to understand the situation and guide you through the process is really important.

We’re also pleased that your emails to our support team were answered promptly. Providing consistent and responsive support across both our digital and customer service channels is something we’re continually focused on.

We’ll be sure to pass your kind comments on to Joseph. I’m sure he’ll be delighted to know how much you appreciated his professionalism and support.

Thank you again for your wonderful feedback and for choosing Identibase. We hope you and your pets have many happy, healthy and safe years together, and if you ever need anything further, we’re always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

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

We’re pleased to hear that you’re confident everything will be fine in the end, although we’re sorry that you found the setup more complicated than you were expecting. We appreciate that when you’re simply trying to get your pet’s details set up and make sure everything is correct, the process should feel as straightforward and easy to understand as possible.

There can be a few steps involved when setting up or updating pet microchip records, and we understand that this can sometimes feel a little overwhelming. Our team is always here to guide customers through the process, answer any questions, and make sure everything is completed correctly.

Your feedback is really valuable to us, as it helps us understand where customers may find a process less straightforward than we would like. We’ll certainly take your comments on board as we continue looking at ways to make the experience as simple and user-friendly as possible.

Thank you again for taking the time to leave your review and for choosing Identibase. If you have any questions or would like any further help with your account or your pet’s details, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

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

We’re absolutely delighted to hear how much Nicky impressed you with her support. It’s wonderful to know that she took the time to clearly talk you through every step of the process, making sure you understood what was needed and felt confident along the way.

What really stands out is that when you ran into difficulties with the final steps, Nicky didn’t simply leave you to work it out yourself. She took ownership of your query and called you back to help you get everything completed. That level of care, patience and commitment to seeing things through is exactly what we want from our advisors.

Your comments about Nicky being an asset to the company are fantastic to hear, and we’ll make absolutely sure your feedback is passed on to her. As for the pay rise suggestion, I’ll make sure Nicky knows you’re putting in a very strong recommendation!

It’s feedback like this that reminds us how important great people are to delivering a great customer experience. Nicky’s clear communication, helpful approach and willingness to go the extra mile clearly made a real difference to you.

Thank you again for your wonderful comments and for recognising Nicky’s efforts. We’re very lucky to have people who care so much about helping our customers.

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

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

We’re really pleased to hear that Chloe was able to support you with the login difficulties you experienced when moving from Animal Tracker to Identi. We appreciate that navigating a new system can sometimes be challenging, so it’s fantastic to know that Chloe took the time to patiently talk you through everything step by step.

Her friendly and understanding approach is exactly the kind of service we want our customers to receive. Making sure customers feel comfortable, listened to and confident with what they need to do is just as important to us as resolving the issue itself.

We’ll be sure to pass your lovely comments on to Chloe. I’m sure she’ll be delighted to know how much you appreciated her patience, guidance and excellent service.

Thank you again for your kind feedback and for choosing Identibase. We hope you have many happy, healthy and safe years with your pets, and if you ever need any further assistance, we’re always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

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

We’re delighted to hear that Paige was so cheerful, helpful and patient when you contacted us. Forgetting a password is easily done, and we certainly don’t think there’s such a thing as a “dumb query” when it comes to helping customers access their pet’s information!

It’s fantastic to know that Paige was able to help you when you had forgotten both your password and the email address you were using. Providing friendly, reassuring and knowledgeable support is exactly what we expect from our team, and Paige clearly delivered that for you.

We’ll absolutely be passing your lovely comments on to Paige – and we’ll also make sure she sees your very generous suggestion about a pay rise! I’m sure that will put a smile on her face.

Thank you again for your brilliant feedback and for recognising the effort Paige puts into helping our customers. Comments like yours mean a great deal to the whole team.

If you ever need any further assistance, whether it’s another password query or anything else, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

Thank you for taking the time to share your feedback regarding Poppy’s microchip record.

We completely understand why you may have questioned the charge when you had only moved a short distance and simply wanted to update your address. The important thing to explain is that the charge isn’t based on how far you have moved, but on the fact that an existing record needs to be updated.

Initial registration with Identibase is completely free, and we store your pet’s microchip details and keeper information free of charge for the lifetime of the pet. This means there is no mandatory registration fee simply to have your pet’s microchip recorded on our database.

However, while keeping the record on the database is free, providing and maintaining this service does come with significant ongoing costs. These include maintaining our secure database and IT infrastructure, data protection and security measures, staff and customer service teams, telephone and digital support, missing pet services, communications such as emails and alerts, and ensuring our systems remain compliant with the relevant regulatory requirements.

For this reason, while we don’t charge for the initial registration or for simply keeping the record on our database, there is a £15 fee when customers request certain changes to an existing record, such as updating address or contact details. This helps us continue to provide the database and associated services without introducing a mandatory registration charge for every pet.

It’s also worth noting that different microchip databases operate different pricing structures. Some may charge a registration fee as part of the initial process, whereas our approach is to allow initial registration to remain free and instead charge a small fee for certain subsequent updates or additional services. Ultimately, a database of this scale cannot operate without some income to cover the costs involved in providing and maintaining the service.

We appreciate that having to pay when you have only moved a short distance can feel frustrating, but the fee is not determined by the distance of the move. The same update charge applies regardless of whether someone has moved a few streets away or to another part of the country.

Most importantly, keeping your contact details accurate and up to date is extremely important. If Poppy were ever to go missing and be scanned, having your current address and contact information attached to her microchip gives us the best possible opportunity to help reunite her with you.

Thank you again for sharing your feedback. We hope this helps to explain why the charge applies and the way our pricing structure works, while still allowing pet owners to register their pets and keep their records stored with us free of charge.

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

Thank you for taking the time to leave such fantastic feedback!

We’re delighted to hear that Daya, our Pet Protection Expert, was so helpful and efficient in resolving the login issues you experienced following the merger with Animal Tracker. We appreciate that moving between systems can sometimes bring unexpected challenges, so it’s fantastic to know that Daya was able to quickly understand the issue and get things sorted for you.

Providing clear, patient and knowledgeable support is exactly what we want our customers to receive, particularly when they’re experiencing difficulties accessing their pet’s information. Daya’s commitment to resolving your issue is a wonderful example of the level of service we strive to provide.

We’ll be sure to pass your kind comments on to Daya. Being described as a credit to the company is fantastic recognition, and I’m sure she’ll be incredibly proud to hear how much you appreciated her support.

Thank you again for your lovely review and for choosing Identibase. We hope you have many happy, healthy and safe years with your pets, and if you ever need anything further, we’re always here and happy to help.

Warm regards,

Ben
Identibase

Réponse de identi

18 sept. 2026

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

We’re delighted to hear that Paige dealt with your query so promptly and provided such a professional and friendly service. It’s fantastic to know that she was able to give you the support you needed and made a positive impression during your interaction with us.

Providing efficient, knowledgeable and approachable customer service is something we take great pride in, so your comments are a wonderful recognition of Paige’s efforts.

We’ll be sure to pass your kind words on to Paige – I’m sure she’ll be really pleased to know that you appreciated her help.

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

Warm regards,

Ben
Identibase