identi Reviews 

Antwoord van identi

20 aug 2026

Thank you for taking the time to share your feedback, and firstly, please accept our sincere apologies for the frustration and confusion you experienced when trying to contact us.

You are absolutely right that if our automated message advises that our lines are open, you should not then be met with a message saying that the office is closed. We completely understand why this would be frustrating, particularly when you are trying to contact us about something important.

On this occasion, we temporarily closed our main customer service lines at certain times to allow us to carry out essential staff training. This training is important to ensure our team continues to have the knowledge and skills needed to provide the high standard of service our customers expect, but we fully appreciate that this should have been communicated much more clearly.

I will specifically pass your feedback on regarding our systems and automated messaging. The fact that our systems did not clearly communicate these temporary closures meant that you were understandably given conflicting information, and that is something we need to improve.

I would also like to reassure you that our emergency missing-pet lines remained contactable via our dedicated emergency numbers during these periods. We take missing pet situations extremely seriously, and our emergency support arrangements remain in place to ensure that customers who genuinely need urgent assistance can still access the appropriate service.

That said, we completely appreciate your wider point. Even when a query isn't an emergency, customers should be able to rely on the opening hours and information provided to them. We’re sorry that your experience fell short of that expectation.

Thank you again for bringing this to our attention. Your feedback is genuinely valuable and will be shared with the relevant teams so we can make sure any future temporary changes are communicated clearly and accurately.

Warm regards,

Ben
Identibase

Antwoord van identi

20 aug 2026

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

We’re absolutely delighted to hear that Lucy was excellent and that she made such a positive impression during your experience with us.

Providing friendly, knowledgeable, and professional support is exactly what we strive for, so it’s fantastic to know that Lucy delivered the level of service we expect from our Customer Care team. Even a short review like yours means a great deal, particularly when it recognises one of our advisors individually.

We’ll be sure to pass your kind comments on to Lucy. Knowing that you felt she provided an excellent service will be wonderful recognition for her and a great encouragement to continue supporting our customers to such a high standard.

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

Antwoord van identi

20 aug 2026

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

We’re absolutely delighted to hear that your call was answered so quickly and that our team was able to deal with your query promptly and efficiently. It’s also wonderful to know that you found the advisor so pleasant to deal with.

We understand that when you contact us, you want your query handled without unnecessary delays, while still receiving a friendly and professional service. It’s fantastic to hear that we were able to provide both and make your experience a positive one.

Providing quick, efficient, and personable customer service is something we take great pride in, and your feedback is wonderful recognition of the hard work our Customer Care team puts in every day.

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

Antwoord van identi

20 aug 2026

Thank you for taking the time to share your feedback.

We appreciate that receiving emails asking you to check or confirm your pet’s microchip details may be confusing, particularly if you have chosen not to receive marketing communications.

If you are referring to the emails we send asking you to check that your pet’s microchip information is accurate and up to date, these are not marketing emails. They are important service communications that we are required to send as part of our obligations around maintaining accurate microchip records and supporting DEFRA requirements.

Because these emails are essential to helping ensure that the information held on your pet’s record remains accurate and up to date, turning off marketing communications or marketing permissions would not prevent these particular emails from being sent. They are separate from promotional or marketing communications.

We completely understand, however, that it may not always be clear why you are receiving a particular email or what type of communication it is. If you contact us directly, we would be more than happy to look at the specific emails you have been receiving and explain exactly why they have been sent and what they relate to.

Thank you again for taking the time to raise this with us. We hope this helps clarify the distinction, and our friendly Customer Care team will be happy to assist further if you need any additional information.

Warm regards,

Ben
Identibase

Antwoord van identi

20 aug 2026

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

We’re delighted to hear that Daniel provided such a friendly yet professional service and was able to deal with your call quickly while still taking the time to be thorough.

We understand that customers want their queries resolved efficiently, but it’s equally important that they feel listened to and confident that everything has been properly dealt with. It’s fantastic to hear that Daniel was able to strike that balance and provide you with both a speedy and thorough service.

Providing knowledgeable, efficient, and personable support is exactly what we strive for at Identibase, and your feedback is wonderful recognition of the approach we expect from our Customer Care team.

We’ll be sure to pass your kind comments on to Daniel. Knowing that you appreciated his friendly manner, professionalism, and efficiency will mean a great deal to him and is fantastic encouragement for the wider team.

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

Antwoord van identi

20 aug 2026

Thank you so much for taking the time to leave your feedback!

We’re delighted to hear that our call handler was able to help you make the changes you needed and dealt with everything efficiently. It’s also lovely to hear that you found them such a pleasant person to speak with.

We understand that even small changes to an account are important, particularly when they relate to your pets’ information, so our aim is always to make these requests as straightforward and hassle-free as possible. It’s fantastic to know that your query was dealt with quickly and efficiently while still providing a friendly and positive experience.

Providing knowledgeable, efficient, and personable customer service is something we take great pride in, and your feedback is wonderful recognition of the approach our Customer Care team aims to provide every day.

Thank you again for your kind comments and for choosing Identibase. We truly appreciate your support and wish you and 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

Antwoord van identi

20 aug 2026

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

We’re absolutely delighted to hear that the lovely lady you spoke with was able to help when you were unable to update your pets’ details online. It’s fantastic to know that she was able to get everything up to date for you and make the process feel so easy and straightforward.

We understand that not every request can always be completed online, and when that happens, it’s important that our customers have the option to speak to someone who can listen to what they need and help find the right solution. It’s great to hear that our advisor was able to do exactly that and also explain how we could help get the details for your other pets updated so that everything can be managed together.

Having all of your pets’ important microchip information in one place makes keeping their records up to date much easier, and it’s wonderful to know that you now have that reassurance and convenience.

We’ll be sure to pass your kind comments on to the advisor who helped you. Knowing that she made the process so simple and left you feeling so pleased with the service will mean a great deal to her.

We’re also thrilled to hear that you would highly recommend Identibase. Recommendations like yours are incredibly valuable to us and are a great reflection of the friendly, helpful, and professional service our team aims to provide every day.

Thank you again for your fantastic feedback and for trusting Identibase with your pets’ important microchip information. We wish you and all 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

Antwoord van identi

20 aug 2026

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

We’re absolutely delighted to hear that Jacob was so lovely to speak with and that he was able to resolve your issue within just a couple of minutes. It’s fantastic to know that he took the time to explain everything thoroughly while also making sure your query was dealt with quickly and efficiently.

Providing clear and helpful information is incredibly important to us. We understand that when you contact us with a question or problem, you want to speak to someone who will listen, understand what you need, and give you the confidence that everything has been properly dealt with. It’s wonderful to hear that Jacob provided exactly that experience.

We’ll be sure to pass your kind comments on to Jacob. Knowing that you found him so helpful, thorough, and pleasant to speak with will mean a great deal to him and is fantastic recognition of the customer service he provides.

We’re also thrilled to hear that you would highly recommend Identibase. Recommendations such as yours mean a great deal to us and are a great reflection of the hard work our Customer Care team puts in every day to support pet owners.

Thank you again for your brilliant 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

Antwoord van identi

20 aug 2026

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

We’re absolutely delighted to hear that you received great customer care and that your problem was resolved quickly and professionally. Providing efficient support while making sure our customers feel listened to and well looked after is exactly what we strive for at Identibase.

We understand that when you contact us with an issue, you want to know that it will be taken seriously and dealt with as efficiently as possible. It’s fantastic to hear that our team was able to understand your situation, provide the right support, and get everything resolved without unnecessary delay.

Your feedback is wonderful recognition of the hard work our Customer Care team puts in every day. We’ll be sure to share your kind comments with the wider team, as feedback like this is incredibly encouraging and helps us continue maintaining the high standard of service we aim to provide.

Thank you again for your brilliant 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

Antwoord van identi

20 aug 2026

Thank you for taking the time to share your feedback.

We’re sorry to hear that you felt frustrated by the information you saw when accessing your pet’s details. We completely understand that when you follow a link specifically to check your pet’s microchip information, you want to be able to get to your account and records as easily as possible.

The link provided takes you through to the Identibase website and into your account, where you can access and manage your pet’s details. Like any website, we do advertise the services and products that we offer, and these may be presented alongside the account and information you are accessing.

We would, however, like to reassure you that the services we advertise are entirely optional. Seeing information about an additional service does not prevent you from accessing or checking your pet’s details, and you are not required to purchase anything simply to view your existing records.

We appreciate that everyone has different preferences when navigating a website, and your feedback is valuable in helping us consider how we present information to our customers. Our aim is always to make accessing important pet information as clear and straightforward as possible.

Thank you again for sharing your experience and for trusting Identibase with your pet’s important microchip information. We truly appreciate your support and wish you and your pet many happy, healthy, and safe years together.

If you have any difficulty accessing your account or checking your pet’s details, our friendly Customer Care team will always be happy to help.

Warm regards,

Ben
Identibase

Antwoord van identi

20 aug 2026

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

We’re sorry to hear that there was some confusion initially and that, when you contacted us to make payment, you discovered that the transfer had not been completed as you had expected. We appreciate that this must have been frustrating, particularly when you believed everything had already been dealt with.

We’re therefore delighted to hear that Carly was able to step in, get the transfer process moving, and make sure things progressed for you. It’s fantastic to know that she was lovely to deal with and, importantly, kept you informed throughout the process.

We understand that transferring a pet’s registered keeper details can sometimes involve checks and processes that aren’t immediately visible to the customer. Keeping you updated along the way is therefore really important, and we’re pleased that Carly took the time to explain what was happening and keep you reassured.

We’ll be sure to pass your kind comments on to Carly. Knowing that she took ownership of the issue, helped move things forward, and kept you informed will mean a great deal to her and is wonderful recognition of the service she provides.

We also appreciate you highlighting the initial issue, as feedback like this helps us identify where we can improve the clarity of our processes and communications.

Thank you again for your patience and for trusting Identibase with your dog’s important microchip information. We wish you and your dog 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

Antwoord van identi

20 aug 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 really friendly and helpful. Providing a warm, approachable, and supportive service is something we take great pride in, so it’s fantastic to know that this came across during your experience with us.

We understand that when customers contact us, they want to feel listened to and confident that the person they speak to genuinely wants to help. Our Customer Care team works hard to make every interaction as straightforward, reassuring, and positive as possible, and your feedback is wonderful recognition of those efforts.

Your kind comments mean a great deal to the whole team and encourage 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

Antwoord van identi

17 aug 2026

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

We’re delighted to hear that George was able to help you update all of your personal information and make the whole process easy for you. It’s fantastic to know that he dealt with your call in such a friendly and professional manner and was able to provide the support you needed.

We understand that updating personal and pet information can sometimes feel like a bit of a task, particularly when there are several details that need to be changed. Our aim is always to make the process as straightforward and hassle-free as possible, while making sure everything is updated correctly.

It’s wonderful to hear that George was able to guide you through everything clearly and efficiently. Providing friendly, knowledgeable, and professional support is exactly what we strive for, and your feedback is fantastic recognition of the service George provides to our customers.

We’ll be sure to pass your kind comments on to George. Knowing that he made the experience so easy and left you with such a positive impression will mean a great deal to him.

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

Antwoord van identi

17 aug 2026

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

We’re absolutely delighted to hear that Lewis was so helpful and explained everything clearly and without any unnecessary fuss. Making sure our customers understand what is happening and feel confident about the information they are given is something we place a great deal of importance on.

It’s fantastic to know that Lewis was able to make the process straightforward for you and provide the support you needed in such a clear and efficient way. We understand that dealing with pet records and microchip information can sometimes feel complicated, so having a friendly and knowledgeable advisor who can explain things simply can make all the difference.

We’ll be sure to pass your kind comments on to Lewis. Knowing that you appreciated his helpfulness and clear communication will mean a great deal to him and is fantastic recognition of the service he provides to our customers.

Thank you again for your wonderful 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

Antwoord van identi

14 aug 2026

Thank you for taking the time to share your feedback.

We completely understand that you may be frustrated by having to pay to change your address, particularly as the address provided by the vet was correct at the time.

However, it’s important to clarify that Identibase is the microchip database and we are separate from the veterinary practice that originally registered your pet. If the information provided to us was correct when your pet was registered, but your circumstances have subsequently changed, this is treated as a change of information rather than an error that needs correcting.

As a result, updating keeper details, including a change of address, is a chargeable administrative service. This is not a charge from the veterinary practice and is not related to how your pet was originally registered.

We appreciate that nobody likes paying for an administrative change, but we hope this helps explain why the charge applies.

Thank you again for your feedback and for trusting Identibase with your pet’s important microchip information. We wish you and your pet many happy, healthy, and safe years together.

If you have any questions about the process, our friendly team will always be happy to help.

Warm regards,

Ben
Identibase

Antwoord van identi

14 aug 2026

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

We’re absolutely delighted to hear that Jasmine was super helpful and that she was able to provide you with the support you needed. It’s fantastic to know that she made such a positive impression during your experience with us.

Providing friendly, knowledgeable, and efficient customer service is something we take great pride in, and we want every customer to feel listened to, supported, and confident that their query is being handled properly. Your feedback is wonderful recognition of the care and professionalism Jasmine brings to every interaction.

We’ll be sure to pass your kind comments on to Jasmine. Knowing that you found her so helpful will mean a great deal to her and is fantastic encouragement for her and the wider team.

Thank you again for your brilliant 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

Antwoord van identi

14 aug 2026

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

We’re delighted to hear that you found our team very helpful and that Carly was able to quickly understand your issue and get everything sorted for you.

We know how important it is for our customers to have their queries dealt with efficiently, particularly when they relate to their pets and their important microchip records. It’s fantastic to hear that Carly was able to make the process straightforward and resolve your issue without any unnecessary delay.

Providing friendly, knowledgeable, and efficient support is exactly what we strive for, and your feedback is wonderful recognition of the care and professionalism Carly brings to every customer interaction.

We’ll be sure to pass your kind comments on to Carly. Knowing that she was able to resolve your issue quickly and leave you with such a positive experience will mean a great deal to her.

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

Antwoord van identi

14 aug 2026

Thank you so much for taking the time to leave such a detailed and positive review!

We’re absolutely delighted to hear that Chloe was able to resolve your transfer issue and make sure everything went smoothly for you. We understand that transferring a pet’s records can sometimes be more complicated than expected, particularly when there are additional circumstances involved, so it’s fantastic to know that Chloe was able to provide the support you needed.

It’s also wonderful to hear that, despite needing to contact us several times over the past month, you found everyone you spoke with happy to help and able to provide useful information. We appreciate that having to make multiple contacts can be frustrating, so we’re particularly pleased that each member of our team took the time to listen, explain the process, and help move things forward.

The circumstances you’ve described, with the previous keeper having moved across continents, clearly required some additional consideration. Our priority is always to make sure transfers are handled correctly and that the appropriate checks are completed, while keeping customers informed about what is needed and why. We’re delighted that our team was able to support you throughout what could otherwise have been quite a complicated process.

We’ll be sure to pass your kind comments on to Chloe and the wider team. Knowing that they remained helpful, informative, and approachable throughout your experience is fantastic recognition of the service we aim to provide.

Thank you again for your lovely feedback and for your patience throughout the transfer process. We truly appreciate your trust in Identibase and are pleased we could get everything resolved for you.

We 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

Antwoord van identi

14 aug 2026

Thank you for taking the time to leave your feedback.

We’re pleased to hear that, once your call was answered, our advisor was helpful, cheerful, and able to provide you with the support you needed. We’ll be sure to share your kind comments with her, as it’s wonderful to know that she made a positive impression despite the wait you experienced.

We are sorry that you had to wait longer than you would have liked for your call to be answered. We completely appreciate that waiting in a telephone queue can be frustrating, particularly when you’re contacting us about something important relating to your pet.

Our contact centre can experience periods of particularly high demand, and our teams work hard to answer calls as quickly as possible while still ensuring that each customer receives the time, attention, and support they need once they get through. We never want customers to feel rushed, so there can be a balance between reducing waiting times and making sure the service provided during the call remains thorough and helpful.

It’s therefore fantastic to hear that your advisor was able to provide a cheerful and helpful service once you reached us. Friendly and approachable customer service is something we place great importance on, and your feedback is a lovely reflection of that.

Thank you again for your patience and for taking the time to share your experience. Your feedback is genuinely appreciated and helps us continue looking for ways to improve the service we provide.

We wish you and your pet many happy, healthy, and safe years together. 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

Antwoord van identi

14 aug 2026

Thank you for taking the time to leave your feedback.

We’re sorry to hear that you’ve had difficulty getting through the password setup stage. We appreciate how frustrating it can be when you’re simply trying to access your account and the process is preventing you from moving forward.

The password requirements are in place to help protect our customers’ accounts and the sensitive information held within them. When setting up your password, it does need to meet all of the criteria displayed on screen before it can be accepted. This can include the required length and a combination of different character types, depending on the account requirements.

We appreciate that these requirements can sometimes be frustrating, particularly if you’re not sure which part of the criteria your chosen password is failing to meet. If you’re still having difficulty, please contact our Customer Care team and we’ll be more than happy to talk you through the requirements and help you get your account activated.

We take the security of our customers’ information extremely seriously, so while we appreciate that the additional password requirements can feel inconvenient, they are an important part of keeping accounts and pet records secure.

Thank you again for your feedback. We hope you’ll give us the opportunity to help you get through the activation process and access your account successfully.

Warm regards,

Ben
Identibase