identibase Reviews 

Reply from identibase

Jul 16, 2026

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

We’re absolutely delighted to hear that you were pleased with the warm and friendly service you received from our team. Providing a welcoming, supportive, and professional experience is something we take great pride in, so it’s fantastic to know that this was reflected in your interaction with us.

It’s especially lovely to hear that Ollie’s details have now been successfully updated and that you’re able to move forward with arranging his veterinary care and insurance. We know how important it is to have your pet’s microchip information accurate and up to date, and we’re so pleased we could help make that process straightforward for you.

Thank you for your kind words about our team. Knowing that we’ve been able to help you and Ollie at such an important time means a great deal to us, and feedback like yours is exactly why we do what we do.

We wish you and Ollie many happy, healthy years together and hope you create lots of wonderful memories. 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

Jul 16, 2026

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

We’re delighted to hear that you’ve now finished registering your cat and that everything is all sorted. It’s wonderful to know that having him microchipped and registered gives you added peace of mind should he ever decide to go off on an adventure.

We completely understand that pets are much more than animals – they’re cherished members of the family. Knowing that your cat is safely registered means that, should he ever go wandering, there is an important layer of protection in place to help reunite him with you as quickly as possible.

Providing that reassurance to pet owners is exactly why we do what we do, and it’s fantastic to hear that our service has given you confidence and security. We hope, of course, that you never need to make use of it, but it’s always comforting to know the right measures are in place.

Thank you again for your kind feedback and for choosing Identibase. We wish you and your furry family member many happy, healthy years together, and if you ever need any assistance 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

Jul 16, 2026

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

We’re absolutely delighted to hear that you’ve consistently received quick, efficient, and professional service from our team. Providing a high standard of customer care is at the heart of everything we do, so it’s incredibly rewarding to know that your experience has reflected this.

It’s especially pleasing to hear your kind comments about our call handlers. We’re proud of the knowledge, professionalism, and friendly approach our team brings to every conversation, and it’s wonderful to know they were able to resolve all of your queries while making the experience a positive one.

Your recommendation means a great deal to us, as there is no greater compliment than knowing a customer would confidently recommend our service to others and choose to use us again in the future. Feedback like yours is a real testament to the hard work and dedication of our entire team.

Thank you again for your wonderful comments and for placing your trust in Identibase. We truly appreciate your support and look forward to being here whenever you need us. If you ever have any further questions or require any assistance, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

Reply from identibase

Jul 14, 2026

Thank you for taking the time to leave your review. We're genuinely sorry to hear that your cat is missing, and we sincerely hope they are reunited with you safely as soon as possible. We understand how upsetting and stressful this situation must be.

We would like to clarify a few points regarding our service, as there appears to be some misunderstanding.

Identibase provides free lifetime registration when a pet is first registered on our DEFRA-compliant microchip database. Unlike some providers that charge an upfront lifetime administration fee at the point of registration, our approach means many customers never have to pay anything at all if their details remain unchanged throughout the lifetime of their pet. While some databases include the cost of future amendments within an initial registration fee, our model allows customers to register their pet free of charge and only incur a cost if they need to update their details at a later date. For many pet owners, those changes are never required.

As a DEFRA-compliant database, we are responsible for securely maintaining millions of pet records, ensuring they are available 24 hours a day, 365 days a year for authorised users such as veterinary practices, local authorities and animal welfare organisations. Operating a secure national microchip database involves significant ongoing costs, including maintaining highly available systems, cybersecurity, compliance with UK legislation, customer support, and providing services that help reunite lost pets with their keepers as quickly as possible.

Where a keeper does need to update their details, there is a charge unless they hold one of our subscription products, which includes unlimited amendments during the subscription period along with a range of additional pet protection benefits. This approach enables us to continue offering free registration to every new customer rather than requiring everyone to pay upfront, regardless of whether they ever need to make changes.

With regard to the £500 fine, this is not a fee imposed by Identibase. UK legislation requires keepers to ensure their pet's microchip details are kept up to date, and failure to do so may result in enforcement action by the relevant authorities. We simply make customers aware of their legal responsibilities so they have the information needed to remain compliant.

We're also sorry to hear about your experience contacting us. If you would be willing to contact us directly and provide the date and approximate time of your call, we would be happy to investigate this further. We monitor our telephony performance closely, and our records do not show call queues of around 20 minutes, so we'd welcome the opportunity to review what happened.

Again, we're sorry your experience did not meet your expectations, particularly during what is understandably a very worrying time. If your cat is still missing, please do get in touch with our Customer Care Team. We'd be more than happy to discuss the options available to you and do everything we can to help maximise the chances of your cat being reunited with you.

Warm regards,

Ben
Identibase

Reply from identibase

Jul 16, 2026

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

We’re delighted to hear that our team was able to help you resolve the problem you experienced while transferring ownership. We understand that transferring keepership is an important process, and we always aim to make it as smooth and straightforward as possible while ensuring everything is completed accurately and in line with the necessary requirements.

It’s wonderful to know that you found our team helpful throughout the process. Providing friendly, knowledgeable, and efficient support is exactly what we strive for, and it’s great to hear that we were able to assist you in resolving the issue.

Your kind feedback means a great deal to the whole team and serves as wonderful recognition of the care and dedication our advisors show every day.

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

Jul 16, 2026

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

We’re delighted to hear that we were able to help you regain access to your account and update the contact details for your two cats after just one email. We understand how frustrating it can be when you no longer have your login details, so it’s wonderful to know that our team was able to resolve everything quickly and make the process as straightforward as possible.

Keeping your pets’ microchip information accurate and up to date is incredibly important, and our Customer Care team is always happy to assist whenever customers need a helping hand accessing their accounts or making changes.

It’s great to hear that your experience was so positive, and your "Brilliant" comment really means a great deal to the whole team. Feedback like yours is a wonderful recognition of the effort our advisors put into delivering prompt, friendly, and efficient support every day.

Thank you again for your kind words and for choosing Identibase. We truly appreciate your support and wish you and your two cats 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

Jul 16, 2026

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

We’re absolutely delighted to hear that you received exceptional support from our team following your recent enquiry. Providing friendly, knowledgeable, and professional customer service is at the heart of everything we do, so it’s incredibly rewarding to know that your experience reflected the high standards we strive to achieve.

It’s especially pleasing to hear that you would recommend Identibase to other pet owners. Knowing that our service has given you reassurance and peace of mind is exactly what we hope to provide, and there is no greater compliment than a personal recommendation.

Our mission is to help keep pets safe by maintaining accurate microchip records and supporting pet owners whenever they need us. Whether it’s updating details, answering questions, or providing assistance during what can sometimes be worrying situations, our team is always committed to delivering the very best service possible.

Thank you again for your wonderful feedback, your recommendation, and for choosing Identibase. Your support means a great deal to the entire team, and we 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

Jul 16, 2026

Thank you so much for taking the time to leave such an amazing review!

We’re absolutely delighted to hear that you found our team really helpful and that you consider Identibase to be the best lost pet service out there. Comments like yours truly mean the world to us and are a wonderful recognition of the dedication our team puts into helping pets and their owners every single day.

Supporting pet owners and helping reunite lost pets with their families is at the heart of everything we do. We know how worrying it can be when a beloved pet goes missing, so we are committed to providing a responsive, compassionate, and reliable service whenever we are needed.

Your kind recommendation and confidence in our service are incredibly rewarding for the whole team. Feedback like this motivates us to continue improving and delivering the highest possible standard of care and support to pet owners across the UK.

Thank you again for your fantastic review and for placing your trust in Identibase. We sincerely hope you never have to rely on our lost pet services, but if you ever need us, please know that we’ll always be here to help.

Warm regards,

Ben
Identibase

Reply from identibase

Jul 10, 2026

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

We’re delighted to hear that Lewis was able to assist you, particularly with what sounds like a more complex enquiry involving details from many years ago. We understand that locating and verifying older account information can sometimes take a little extra care, so it’s fantastic to know that Lewis was able to guide you through the process and make everything as straightforward as possible.

Providing knowledgeable, patient, and efficient support is exactly what we strive for, and it’s wonderful to hear that Lewis was able to process the required changes quickly while ensuring everything was handled accurately.

We’ll be sure to pass your kind comments on to Lewis. He’ll be delighted to know that his helpful approach and professionalism made such a positive impression. Feedback like yours means a great deal to our team and motivates us to continue delivering the high standard of customer care that pet owners deserve.

Thank you again for your lovely 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

Reply from identibase

Jul 10, 2026

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

We’re absolutely delighted to hear about your positive experience with Paris. It’s fantastic to know that she was able to resolve all of your queries quickly while demonstrating the kindness and professionalism that we strive to provide to every customer.

We understand that customers can sometimes have several questions, so taking the time to listen carefully, provide clear answers, and ensure everything is fully resolved is incredibly important. We’re so pleased that Paris was able to do exactly that and leave you feeling well supported.

Your comments describing Paris as "a credit to your Company" are especially appreciated. We’ll be sure to pass your kind words on to her, as we know she will be delighted to hear how much her expertise and friendly approach were valued. Recognition like this means a great deal to our team and reinforces the high standard of customer care we aim to deliver every day.

Thank you once again for your thoughtful feedback 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

Jul 9, 2026

Thank you for taking the time to leave your feedback.

Following our recent conversation, we were disappointed to read your review as it contains a number of inaccuracies, and we feel it is important to provide the correct context for both yourself and other readers.

Firstly, at no point did we state that our policies "trump the law." During our discussion, we explained the legislation that applies specifically to UK pet microchip databases and how our services operate within that legal framework. We fully recognise and comply with our obligations under UK data protection legislation, and we take those responsibilities extremely seriously.

It is also important to clarify that Identibase provides the initial registration of a pet completely free of charge. We believe there should be no financial barrier to registering a pet's microchip details, which is why the original registration remains free for the lifetime of your pet unless a change is required.

Where a keeper wishes to change details, such as transferring keepership or updating information through our subscription or chargeable services, a fee may apply. This fee is not for exercising data protection rights; it contributes towards the significant costs involved in operating a secure, DEFRA-compliant microchip database. These costs include maintaining highly secure systems, protecting millions of customer records, employing trained customer support teams, carrying out verification and compliance checks, maintaining system infrastructure, developing and improving our services, and ensuring we continue to meet the regulatory standards expected of a UK pet microchip database.

Every database operates its own pricing model, and ours has always been to remove the barrier to initial registration by providing this free of charge, while recovering some of the ongoing operational costs through services that require continued administration and support.

We absolutely respect that customers may have different views on pricing, and constructive feedback is always welcome. However, we also believe it is important that reviews accurately represent both the conversation that took place and the way our services operate.

Thank you again for taking the time to share your views. Should you wish to discuss any aspect of this further, we would be more than happy to do so.

Warm regards,

Ben
Identibase

Reply from identibase

Jul 8, 2026

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

We’re delighted to hear that your experience with us was seamless and that your call was handled quickly and efficiently. We know how important it is to resolve enquiries without delay, so it’s fantastic to hear that our team was able to provide the prompt service you were looking for.

It’s especially pleasing to know that the advisor you spoke with was friendly and helpful throughout your call. Providing professional, approachable, and knowledgeable support is at the heart of what we do, and it’s wonderful to hear that this made such a positive impression.

Your comment about being "one happy customer" really made us smile! Feedback like yours means a great deal to the whole team and motivates us to continue delivering the high standard of customer service that pet owners deserve.

Thank you again for your kind words 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

Reply from identibase

Jul 8, 2026

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

We’re delighted to hear that Joseph was able to help you resolve what sounds like a complex situation involving your four pets. We understand that managing multiple pet records can sometimes be a little complicated, so it’s wonderful to know that Joseph handled everything calmly, efficiently, and with the professionalism we strive to deliver.

Our Customer Care team is committed to finding the right solution for every customer, no matter how straightforward or complex the enquiry may be. It’s fantastic to hear that Joseph took the time to work through everything with you and made the whole process as smooth and stress-free as possible.

We’ll be sure to pass your incredibly kind comments on to Joseph. We know he’ll be thrilled to hear that his support made such a positive impression, and your remark that "if only all customer service was like this" is a wonderful compliment that will mean a great deal to him and the whole team.

Thank you again for your lovely feedback and for choosing Identibase. We truly appreciate your support, and if you ever need any further assistance with any of your pets 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

Jul 8, 2026

Thank you for taking the time to leave such a thoughtful review.

Firstly, we would like to say how truly sorry we are for the loss of your cat. Losing a much-loved pet is never easy, and we understand that updating records is understandably the last thing on your mind during such a difficult time. Please accept our sincere condolences.

We’re pleased to hear that when you contacted us, our team was able to understand your circumstances and assist by arranging a refund of your annual subscription. While you were kind enough to say that the situation was your mistake, we always aim to approach these conversations with empathy, compassion, and understanding, particularly when someone has experienced the loss of a beloved pet.

Providing caring and supportive customer service is incredibly important to us, and it means a great deal to know that our team was able to make what was undoubtedly a difficult conversation a little easier for you.

Your kind comments about our customer service are greatly appreciated and will be shared with the team. Feedback like yours reminds us why treating every customer with kindness and understanding is so important.

Thank you once again for your thoughtful review. We hope that, in time, the happy memories you shared with your cat bring you comfort. If there is ever anything further we can do to help, please don’t hesitate to get in touch.

Warm regards,

Ben
Identibase

Reply from identibase

Jul 8, 2026

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

We’re delighted to hear that George was so patient and helpful while guiding you through the registration process. We understand that using computers and completing online forms isn’t always easy for everyone, so it’s wonderful to know that George took the time to talk you through each step and made the whole experience much more comfortable for you.

Providing friendly, patient, and supportive customer service is something we pride ourselves on, and it’s fantastic to hear that George made such a positive impression. We believe every customer deserves to feel listened to, supported, and never rushed, regardless of their level of confidence with technology.

We’ll be sure to pass your kind comments on to George, who will be delighted to know how much you appreciated his help. Feedback like yours means a great deal to our team and encourages us to continue delivering the high standard of service we strive for every day.

Thank you again for your kind words and for choosing Identibase. If you ever need any further assistance 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

Jul 8, 2026

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

We’re delighted to hear that Lewis provided such helpful and professional service during your call. It’s great to know that he took the time to listen to what you wanted to do and fully understood your request without any pressure.

We’re especially pleased that, after Lewis explained the costs and the benefits of the additional services, you felt you had all the information you needed to make the decision that was right for you. We believe it’s important that our customers can make informed choices, and our team is always committed to providing clear, honest, and transparent information so you can decide what best suits your needs.

We’ll be sure to pass your kind comments on to Lewis, who will be delighted to hear that his friendly, knowledgeable, and customer-focused approach made such a positive impression.

Thank you again for your wonderful feedback and for choosing Identibase. Your support means a great deal to us, and if you ever have any further questions or need assistance 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

Jul 8, 2026

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

Firstly, congratulations on your new puppy! We hope you're enjoying this exciting new chapter together, and we're delighted that you chose Identibase to help protect them.

It’s fantastic to hear that Paris made your registration experience such a positive one. We’re so pleased that you found her friendly, professional, and knowledgeable, and that she took the time to explain the entire registration process along with everything that was included. We believe it’s important that every customer feels fully informed and confident in the choices they make, so it’s wonderful to know that Paris delivered exactly that.

We’ll be sure to pass your kind comments on to Paris, who will be absolutely delighted to hear how much you appreciated her support. Recognition like yours means a great deal to our team and is a fantastic reflection of the level of customer care we strive to provide every day.

Your recommendation is one of the greatest compliments we could receive, and we’re incredibly grateful that you would feel confident recommending Identibase to your friends. Thank you for placing your trust in us to help protect your new puppy.

We wish you and your new four-legged family member many happy, healthy years together. If you ever need any 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

Jul 8, 2026

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

We’re delighted to hear that Joseph was able to help get everything sorted for you after the email address was entered incorrectly during your rescue cat’s initial registration. We appreciate how frustrating it can be when something as simple as a typing error prevents you from accessing your account, so it’s wonderful to know that Joseph was able to get you back up and running.

It’s great to hear that, despite needing to use a different email address, Joseph was able to set up your app access and transfer all three of your pets onto your new profile. Providing patient, knowledgeable, and efficient support is exactly what we strive for, and it’s fantastic to know that he made the whole process as smooth and stress-free as possible.

We’ll be sure to pass your kind comments on to Joseph, who will be delighted to know that his help made such a positive difference. Recognition like yours means a great deal to our team and is a wonderful reflection of the high standard of customer service we aim to provide every day.

We also really appreciate your recommendation and your comments about the importance of using a DEFRA-compliant database. Giving pet owners confidence that their pets' microchip details are held on a trusted, compliant database is something we take great pride in, and we're grateful that you've placed your trust in Identibase.

Thank you again for your wonderful feedback. We wish you and your three rescue cats many happy, healthy years together, and 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

Reply from identibase

Jul 8, 2026

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

We’re absolutely delighted to hear about your experience with Carly. It’s wonderful to know that she was able to talk you through every step of your query and stay on the phone while you updated your adopted pet’s details, ensuring everything was completed smoothly and with confidence.

We understand how important it is to have accurate microchip information, particularly when welcoming an adopted pet into your family. Our team is always committed to providing patient, friendly, and knowledgeable support, so it’s fantastic to hear that Carly went above and beyond to make the process as straightforward and reassuring as possible.

We’ll be sure to pass your kind comments on to Carly, who will be thrilled to know that her support made such a positive impression. Recognition like yours means a great deal to our team and is a wonderful reflection of the high standard of customer care we strive to provide every day.

Thank you again for your lovely feedback and for choosing Identibase. We wish you and your adopted 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

Jul 8, 2026

Thank you for taking the time to leave your feedback.

We're sorry to hear that you've been left feeling this way, and we'd really appreciate the opportunity to better understand your concerns. From the information in your review, we're not entirely sure which part of the process you're referring to, so if you could contact our Customer Care team, we'd be more than happy to look into your account and clarify everything for you.

To provide some context, it is a legal requirement in England for pet cats to be microchipped, and ensuring your cat is registered on a compliant microchip database is an important part of helping them be reunited with you should they ever become lost.

If your concerns relate to any services or payments made following your cat's microchipping, we'd genuinely like the opportunity to explain these and investigate whether there has been any misunderstanding. Our aim is always to provide clear information so that customers can make informed decisions, and we certainly never want anyone to feel uncertain about the services they have received.

Please do get in touch with us directly, as we'd welcome the chance to review your account and answer any questions you may have.

Thank you again for your feedback, and we hope to hear from you soon so we can help resolve your concerns.

Warm regards,

Ben
Identibase