identi Anmeldelser 

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Thank you for taking the time to share your feedback.

We’re sorry to hear that you were disappointed that there isn’t currently an option to cancel your subscription directly online. We completely understand why having an online cancellation option may feel like the most convenient approach.

While this isn’t currently available, we do make cancellation straightforward if that’s what you wish to do. You can simply give our team a call, send us an email, or use our live chat, and we’ll be happy to help with your cancellation.

We always want our customers to feel that they have a simple and accessible way to manage their services, and we appreciate your feedback about how we can continue improving the experience.

Thank you again for taking the time to share your thoughts. We hope the alternative ways of contacting us make things as easy as possible for you.

Warm regards,

Ben
Identibase

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Thank you for taking the time to share your feedback.

We appreciate that charges for updating a pet’s records can sometimes be confusing, so we’d like to clarify the difference between a change of details and a Transfer of Keepership.

A change of details is £15. This applies when information on an existing record needs to be updated, such as a change of address or contact details. The charge contributes towards the work involved in securely processing the request, reviewing the record, completing the necessary checks and ensuring that the database is kept accurate and up to date.

A Transfer of Keepership is £39 when a pet needs to be transferred from one registered keeper to another. This is a different process from simply changing details. It involves the appropriate checks around the existing registration and transfer, including contacting the current keeper where required and dealing with any refusals or disputes that may arise. These safeguards are important to help protect pets and registered keepers and ensure that ownership-related changes cannot simply be made without the appropriate process being followed.

The £39 Transfer of Keepership fee also includes 12 months of IdentiAlert, our enhanced missing pet protection service, providing additional support and peace of mind should your pet ever go missing.

It’s also important to clarify that the £39 is not a yearly charge for the Transfer of Keepership itself. Once the transfer has been completed, you are not required to pay £39 again each year. After the first 12 months of IdentiAlert, you can simply choose whether you wish to continue with the additional benefits. Continuing with the enhanced service is entirely optional.

We understand that charges can be frustrating, particularly if you were expecting a simple update to your pet’s details, but we hope this helps explain why the two processes are different and what is included.

If you’d like us to look into your individual circumstances or have any questions about the charges applied to your pet’s record, please don’t hesitate to get in touch. We’ll be very happy to help.

Warm regards,

Ben
Identibase

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Thank you for taking the time to share your feedback.

You are correct that a Transfer of Keepership is £39, and we’d like to explain what this process involves and why the charge applies.

A Transfer of Keepership is not simply a case of changing the name on a pet’s record. Where a pet is already registered to another keeper, we have to follow a secure process to ensure the transfer is completed correctly and the database remains accurate.

This involves reviewing the existing record, carrying out the appropriate checks, contacting the current keeper where required, and dealing with any refusals or disputes that may arise. These safeguards are an important part of ensuring that registered keeper details cannot simply be changed without the appropriate process being followed.

The £39 charge covers the work involved in completing the Transfer of Keepership and also includes 12 months of IdentiAlert, our enhanced missing pet protection service. This provides additional support should your pet ever go missing and gives you added peace of mind.

It’s important that our database maintains accurate and secure records, and the Transfer of Keepership process is designed to achieve exactly that while protecting both pets and their registered keepers.

If you have any questions about the process or would like us to look into your individual circumstances, please don’t hesitate to get in touch. Our team will be more than happy to help.

Thank you again for taking the time to leave your feedback.

Warm regards,

Ben
Identibase

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Thank you for taking the time to leave your feedback.

We’ve looked into your account and can see that the issue occurred because no tags were ordered when you took out the service. As soon as we identified this, our team contacted you to explain what had happened and the matter was subsequently resolved.

We’re therefore a little surprised to see a one-star rating, particularly as our team proactively contacted you, explained the situation and helped get everything sorted.

We always aim to provide a helpful and responsive service, and we’re pleased that on this occasion we were able to identify the issue and resolve it for you.

If there is anything further about your experience that you feel we should be aware of, we’d genuinely welcome the opportunity to hear from you and look into it further.

Warm regards,

Ben
Identibase