identibase Reviews 

Reply from identibase

Aug 7, 2026

Thank you for taking the time to leave your feedback.

We’re sorry to hear about your frustration, particularly if the information was originally entered incorrectly by the veterinary practice. We completely understand why you would want this corrected.

However, where a pet is currently registered in somebody else’s name, we cannot simply treat this as a straightforward name or address change. As a DEFRA-compliant microchip database, we have responsibilities to ensure that changes to registered keeper details are legitimate and properly verified.

If we simply accepted a request from someone saying that another person’s details had been entered incorrectly, without carrying out any checks, we could potentially remove or alter somebody else’s registration without their knowledge. This is why we have to carry out appropriate due diligence.

Depending on the circumstances, this can include verifying the identity of the person requesting the change, establishing the circumstances surrounding the existing registration, requesting supporting information where appropriate, contacting or giving the existing keeper an opportunity to respond where necessary, and ensuring that the change is properly recorded and auditable. If there is a refusal or dispute, further investigation may also be required.

This is why the process you have been advised of is a transfer of keepership, rather than simply changing a name and address.

We would also like to clarify that the fee is not a charge for DEFRA or DEFRA staff. Identibase is a private, DEFRA-compliant microchip database, and the fee relates to the administration and work involved in processing a transfer of keepership. This includes the verification, investigation, correspondence, record amendments and other administrative work that may be required to ensure the transfer is completed correctly and compliantly.

We appreciate that, if the veterinary practice made an error when originally registering the pet, you may feel that you should not be responsible for any resulting cost. However, the database cannot simply assume that an existing registration is incorrect and remove another person from the record without carrying out the appropriate checks. Our responsibility is to protect the integrity of the database and ensure changes are made safely.

If you believe the veterinary practice was responsible for the incorrect information being submitted, we would also recommend raising this directly with them. They may be able to provide an explanation or supporting information that can assist with the process.

We’re more than happy to review your individual circumstances and explain exactly what is required. Please contact our Customer Care team and we can look into the record and guide you through the appropriate process.

We hope this helps explain why this is not simply a case of changing a name and address, and why the necessary checks are important for protecting pets, keepers and the integrity of the database.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 14, 2026

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

We’re absolutely delighted to hear that you’re finding the Identibase database so much easier to use than the previous one you were using. It’s fantastic to know that you were able to get your details up to date within seconds and that the process was so quick and straightforward.

Making our database simple, accessible, and easy to navigate is something we work incredibly hard on. We understand that pet owners want to be able to manage their pet’s information without unnecessary complications, so it’s wonderful to hear that we’ve been able to provide exactly that experience for you.

Keeping microchip details accurate and up to date is incredibly important, particularly if a pet ever becomes lost. Knowing that your information is correct and readily available can provide valuable reassurance and greatly improve the chances of being reunited should the unexpected happen.

Your kind feedback is wonderful recognition of the work that goes into continually improving our systems and customer experience. It means a great deal to the whole Identibase team to know that you’ve found the database both convenient and easy to use.

Thank you again for your excellent review 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

Reply from identibase

Aug 14, 2026

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

We’re delighted to hear that you appreciate the way we keep in touch with you and your partner to make sure your cats’ information remains accurate and up to date. Keeping microchip records current is incredibly important, so it’s wonderful to know that these reminders give you reassurance that we genuinely care about the wellbeing and safety of your pets.

It’s fantastic to hear that your cats have been microchipped with us since they were just 10 weeks old. They’ve clearly been part of the Identibase family for a long time, and we’re really pleased to have been able to support you throughout their lives.

Our regular reminders are intended to encourage pet owners to check their contact details and make sure everything remains correct, particularly as circumstances can change over time. Having accurate information linked to a microchip can be incredibly important if a pet ever becomes lost, as it gives those trying to help them the best possible chance of getting in touch with their keeper and helping them return home.

Your kind comments mean a great deal to the whole team. Knowing that our communication makes you feel that we care about your cats and their safety is exactly the reassurance we want to provide.

Thank you again for your wonderful feedback and for continuing to trust Identibase with your cats’ microchip records. We wish you, your partner, and your cats many more happy, healthy, and safe years together.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 12, 2026

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

We’re absolutely delighted to hear that Charlie was able to take over your query and get everything resolved instantly for you. Providing prompt, efficient, and knowledgeable support is exactly what we strive for, so it’s fantastic to know that Charlie was able to make such a positive difference to your experience.

We understand that when you contact us with a query, you want someone to take ownership of the issue and work with you to get it resolved without unnecessary delays. It’s wonderful to hear that Charlie did exactly that and was able to provide such a quick and effective solution.

We’ll be sure to pass your kind comments on to Charlie, who will be thrilled to know that his support was so appreciated. Feedback like yours means a great deal to the whole team and encourages us to continue delivering the high standard of customer service that 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

Reply from identibase

Aug 12, 2026

Thank you so much for taking the time to leave your kind review.

We’re pleased to hear that Chloe was able to help you set up your account and, importantly, that she was understanding and sympathetic when you told her about the loss of one of your cats. We know that informing us about the death of a much-loved pet can be an upsetting experience, so it means a great deal to hear that Chloe handled the conversation with the compassion and sensitivity we would expect.

We’re also delighted that Chloe was able to make setting up your account straightforward and provide the support you needed. Our aim is always to combine efficient, knowledgeable assistance with a genuinely caring approach, particularly when our customers are dealing with something so personal.

We’ll be sure to pass your lovely feedback on to Chloe. Knowing that her kindness and understanding were appreciated will mean a great deal to her and to the wider team.

Thank you again for your feedback and for choosing Identibase. We’re very sorry once again for your loss and hope that the memories of your much-loved cat bring you comfort. We wish you and your remaining pets many happy and healthy years together.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 12, 2026

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

We’re delighted to hear that Luke S was able to help you understand the transfer of both of your pets from Animal Tracker to Identibase. We appreciate that moving from one database to another can understandably raise questions, so it’s fantastic to know that Luke took the time to explain everything clearly and make the process easier for you.

Providing friendly, knowledgeable, and reassuring support is exactly what we strive for, particularly during a significant migration such as the move from Animal Tracker to Identibase. We want our customers to feel confident that their pets’ records and important microchip information have been transferred correctly, and that they know what to expect throughout the process.

We’ll be sure to pass your lovely comments on to Luke S. Hearing that you found him extremely helpful, polite, and pleasant to speak with will mean a great deal to him and is fantastic recognition of the professionalism and care he brings to every customer conversation.

Thank you again for your kind feedback and for continuing to trust us with your pets’ records. We truly appreciate your support and wish you and both of your pets many happy, healthy, and safe years together.

If you ever have any further questions about your account or the Animal Tracker migration, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 12, 2026

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

We’re absolutely delighted to hear that the lady you spoke with was so helpful and made adding your other dog to your Identibase account such an easy and straightforward process.

We understand that managing multiple pets can sometimes feel like a lot of information to keep track of, so our aim is to make adding and managing your pets’ microchip details as simple and stress-free as possible. It’s fantastic to know that our team was able to guide you through everything and make the process so easy.

Providing friendly, patient, and knowledgeable support is exactly what we strive for, and your kind comments are wonderful recognition of the care our Customer Care team puts into helping pet owners every day. We’ll be sure to share your feedback with the advisor involved, as hearing that she couldn’t have been more helpful will mean a great deal to her.

Thank you again for your lovely review and for choosing Identibase for your pets. We truly appreciate your support and wish you and all of your dogs 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

Reply from identibase

Aug 12, 2026

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

We’re absolutely delighted to hear that Olivia was extremely helpful and was able to resolve your problem for you. Providing friendly, knowledgeable, and efficient support is exactly what we strive for, so it’s fantastic to know that Olivia was able to make such a positive difference to your experience.

We understand that when something isn’t quite right with your account or your pet’s details, you want to speak to someone who will listen, understand the issue, and get it sorted as quickly as possible. It’s wonderful to hear that Olivia did exactly that and left you feeling supported and reassured.

We’ll be sure to pass your kind comments on to Olivia, who will be thrilled to know that her help was so appreciated. Feedback like yours means a great deal to our whole team and encourages us to continue delivering the high standard of customer service that pet owners 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 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

Reply from identibase

Aug 12, 2026

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

We’re delighted to hear that you found the registration process straightforward and quick, and that the lady you spoke with was friendly and helpful. Making sure your pet is registered should feel simple and stress-free, so it’s fantastic to know that our team was able to make the process so easy for you.

We understand how important it is for pet owners to have confidence that their cat’s microchip details are correctly registered and that their information is safely recorded. Having accurate details linked to a microchip can make such a difference should a pet ever become lost, helping provide that important reassurance and improving the chances of being reunited.

Providing friendly, efficient, and knowledgeable support is exactly what we strive for, and your feedback is wonderful recognition of the service our Customer Care team provides every day.

Thank you again for your kind comments and for choosing Identibase. We truly appreciate your support and wish you and your cat many happy, healthy 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

Reply from identibase

Aug 4, 2026

Thank you for taking the time to leave your review. We're very sorry to hear about the confusion you've experienced, and we completely understand why this situation has raised questions.

From what you've described, it sounds like there may have been a misunderstanding regarding the role of Identibase. We are the DEFRA-compliant microchip database responsible for securely storing and maintaining pet microchip registration records, but we are not the organisation that implants microchips. The microchip itself is supplied and implanted by a veterinary practice or other authorised implanter, so we are unfortunately unable to comment on what took place during your appointment or why the microchip was presented as already registered.

There are a number of legitimate reasons why a microchip may already appear on a database, and it does not necessarily indicate that anything untoward has occurred. Without reviewing the specific microchip record, it would be inappropriate for us to speculate on the reason.

If you give our Customer Care team a call with the full microchip number, we would be more than happy to investigate the history of the chip, explain what we can see on the record, and answer any questions you may have. We can also advise you on the appropriate next steps should anything need further investigation.

We're sorry that your first experience after having your cat microchipped has been confusing, and we'd really welcome the opportunity to clarify the situation for you. We hope you'll get in touch so we can help resolve your concerns.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 12, 2026

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

We’re absolutely delighted to hear that you found our team so helpful from start to finish while setting up your two additional pets with Identibase. It’s fantastic to know that the process was straightforward and that you felt supported throughout.

We understand how important it is to make sure all of your pets’ microchip details are correctly registered and kept together in one place, so it’s wonderful to hear that our team was able to guide you through everything and make adding your two pets as easy as possible.

Providing friendly, knowledgeable, and efficient support is exactly what we strive for, and your kind feedback is wonderful recognition of the care our Customer Care team puts into helping pet owners every day.

Thank you again for your fantastic comments and for choosing Identibase for your pets. We truly appreciate your trust and support, and we wish you and all of your pets 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

Reply from identibase

Aug 12, 2026

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

We’re delighted to hear that our team responded promptly to your query and was able to work with you to find a suitable solution. Providing quick, professional, and helpful support is exactly what we strive for, so it’s fantastic to know that your issue was resolved quickly and amicably.

It’s particularly pleasing to hear that our team took the time to understand the situation and look for a resolution without hesitation. Where we can help resolve an issue and put things right for our customers, we always want to do so, and we’re pleased that on this occasion we were able to resolve the matter for you without charge.

Your feedback is wonderful recognition of the approach we want our Customer Care team to take every day – listening to our customers, understanding their circumstances, and doing everything we reasonably can to help.

Thank you again for your fantastic feedback and for choosing Identibase. Your comments mean a great deal to the whole team and encourage us to continue delivering the high standard of service that our customers and their pets deserve.

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

Reply from identibase

Aug 12, 2026

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

We’re delighted to hear that you had such a positive experience with our call handler and that you found him courteous, friendly, and informative. It’s particularly pleasing to hear that he took the time to be thorough and make sure he was providing you with the best and most accurate answers to your questions.

Taking the time to properly understand a customer’s query and investigate the available information rather than simply providing a quick answer is something we really value. We want our customers to leave every conversation feeling confident that they have been listened to and given clear, reliable information, so your comments are fantastic recognition of the approach we expect from our team.

We’ll be sure to share your lovely feedback with the advisor and the wider team. Knowing that his patience, thoroughness, and commitment to finding the right answers were appreciated will mean a great deal to him.

Thank you again for your kind words and for choosing Identibase. Your feedback encourages us to continue delivering the friendly, professional, and knowledgeable service that pet owners deserve.

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

Reply from identibase

Aug 12, 2026

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

We’re absolutely delighted to hear that you’ve found everyone at Identibase to be helpful, friendly, and understanding. Providing a service where our customers feel listened to, supported, and confident that their concerns will be taken seriously is incredibly important to us.

It’s fantastic to hear that our team takes the time to listen to your questions and work with you to resolve any issues. We understand that contacting customer service can sometimes be stressful, particularly when you're dealing with something important relating to your pet, so we always aim to make every interaction as straightforward, reassuring, and positive as possible.

Your kind feedback is wonderful recognition of the care and professionalism our Customer Care team demonstrates every day. Knowing that you feel our team genuinely listens and gets things sorted means a great deal to everyone here and encourages us to continue maintaining the high standard of service our customers deserve.

Thank you again for your fantastic feedback and for continuing to trust Identibase. We truly appreciate your support and wish you and your pets many happy, healthy 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

Reply from identibase

Aug 12, 2026

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

We’re delighted to hear that you contacted us about the email you received regarding Molly’s microchip and that our team was able to reassure you that her registration was up to date.

We completely understand why receiving an unexpected message suggesting that your pet’s microchip was due to expire would cause concern. It’s always better to check directly with the database where your pet is registered rather than relying on unsolicited communications, and we're pleased that you took the time to contact us so we could check Molly’s record and put your mind at ease.

We’re also particularly pleased to hear how much you appreciated being able to speak directly to one of our team members. We know that sometimes you simply want to explain a problem to a real person, ask questions, and receive an immediate answer rather than having to go back and forth by email. Providing that personal, accessible support is something we really value at Identibase.

Your recommendation means a great deal to us, and we’re thrilled that our call handler was able to provide the reassurance and information you needed so quickly. We’ll be sure to share your lovely feedback with the team.

Thank you again for your fantastic review and for choosing Identibase. We wish you and Molly many happy, healthy, and safe years together. If you ever receive anything else that concerns you or have any questions about Molly’s microchip record, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 5, 2026

Thank you for taking the time to share your feedback. We're genuinely sorry to hear that you feel disappointed with your experience, as providing clear information and excellent customer service is always our priority.

We would like to clarify that the £39 charge you have referred to is for a Transfer of Keepership. This is different from simply updating contact details on an existing record. A transfer of keepership is the process of changing the registered keeper of a pet from one person to another. As a DEFRA-compliant database, we have a responsibility to ensure these changes are carried out securely and accurately to protect both pets and keepers.

The transfer process involves much more than updating a record. It includes validating the request, carrying out appropriate checks, maintaining a complete audit trail, and ensuring the transfer complies with DEFRA requirements. We also manage any situations where a transfer may be disputed or refused by the current registered keeper. In these cases, our team investigates the circumstances, communicates with the parties involved where appropriate, and ensures the correct process is followed before any changes are made. This administration helps protect both the existing registered keeper and the person requesting the transfer, while maintaining the integrity of the UK's largest DEFRA-compliant pet microchip database.

The £39 transfer fee also includes 12 months of our premium pet protection service, which provides additional benefits such as unlimited contact detail updates, lost pet support and alerts if your pet's microchip is scanned while reported missing. The subscription element is included as part of the transfer package and automatically renews annually after the first year to ensure those protection benefits continue uninterrupted. Renewal reminders are sent in advance, and customers are free to cancel the renewal at any time should they no longer wish to continue with the service.

The £15 annual subscription you mention is a separate product and is not an alternative to a Transfer of Keepership. It is available to customers who are already the registered keeper of their pet and simply wish to benefit from unlimited updates to their own contact details and our additional protection services. It does not transfer the registered keepership of a pet from one person to another, which is why it would not have been appropriate in your circumstances.

We certainly never want our customers to feel misled, and we're sorry if this wasn't as clear as it could have been during your journey. If you would like us to review your experience or discuss the process in more detail, our Customer Care team would be more than happy to help.

Thank you again for your feedback, and we appreciate you taking the time to share your experience.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 12, 2026

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

We’re absolutely delighted to hear that everyone you spoke to was super efficient and able to help resolve your problem. Providing prompt, professional, and effective support is exactly what we strive for, so it’s fantastic to know that your experience with our team was such a positive one.

We understand how frustrating it can be when you have an issue that needs resolving, so our aim is always to make the process as straightforward and stress-free as possible. It’s wonderful to hear that our team was able to work with you, understand the situation, and get everything sorted efficiently.

Your kind feedback means a great deal to the whole team and is fantastic recognition of the effort our Customer Care advisors put into helping pet owners every day. Knowing that you felt well supported throughout your experience is exactly the outcome we want for every customer.

Thank you again for your lovely comments and for choosing Identibase. We truly appreciate your support, and 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

Reply from identibase

Aug 12, 2026

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

We’re delighted to hear that our team was able to get in touch with you after your bank card changed and that you appreciated the efforts made to ensure your pet’s cover could continue without interruption.

We completely understand how easy it is to overlook a subscription renewal when everyday life gets busy, particularly when a bank card has been replaced. Our team works hard to make sure customers are kept informed and have the opportunity to update their payment details, rather than unexpectedly losing access to the benefits of their chosen pet protection service.

It’s fantastic to hear that our team’s persistence and communication gave you reassurance that your pet’s cover could continue. Our aim is always to provide a reliable service while making sure our customers have clear opportunities to keep their accounts and payment details up to date.

Your feedback is wonderful recognition of the care and dedication our team puts into supporting pet owners. It means a great deal to know that you felt we made every effort to contact you and help maintain your pet’s protection.

Thank you again for your fantastic feedback and for continuing to trust Identibase with your pet’s details and protection. 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, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 14, 2026

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

Firstly, I am truly sorry to hear about the loss of Xena. From everything you have written, it is very clear how deeply loved she was, and I can only imagine how difficult this period must be for you.

I’m particularly sorry that trying to deal with Xena’s records and the emails you received has added to your distress at what is already an incredibly painful time. The last thing we would ever want is for a customer who is grieving the loss of a much-loved pet to feel that they have to struggle with our website or feel unable to get the help they need.

I would really like the opportunity to look into everything you have described personally and make sure we understand exactly what happened, including the difficulties you experienced accessing your account, the renewal communications, and updating Xena’s record.

Please could you contact us directly and ask for my attention, quoting this review? Our team will be happy to make sure this is passed to me so I can look into the circumstances for you and see what we can do to put things right.

Thank you again for bringing this to our attention. I’m genuinely sorry that your experience has caused you additional upset during such a heartbreaking time, and I hope we can speak with you directly and provide the support you should have received.

Warm regards,

Ben
Identibase

Reply from identibase

Aug 12, 2026

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

We’re delighted to hear that you received a speedy and thorough response from our team. Providing prompt, professional, and knowledgeable support is exactly what we strive for, so it’s fantastic to know that we were able to assist you efficiently while still taking the time to make sure your query was properly addressed.

We understand how important it is for pet owners to receive clear information and have their questions dealt with without unnecessary delays. Our Customer Care team works hard every day to provide exactly that, and your feedback is wonderful recognition of their efforts.

Your kind comments mean a great deal to the whole team and encourage us to continue maintaining the high standard of service our customers and their pets deserve.

Thank you again for your feedback 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