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Thank you for taking the time to share your feedback.

We appreciate that being asked to pay for a Transfer of Keepership may not have been what you were expecting, so we’d like to explain why the charge applies.

A Transfer of Keepership is more than simply changing the name on a pet’s record. Where a pet is already registered to another keeper, we need to follow a secure process to ensure the transfer is legitimate and that the database remains accurate. This can involve 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.

The charge for a Transfer of Keepership is £39, and this also includes 12 months of IdentiAlert, our enhanced missing pet protection service. This provides additional support and protection should your pet ever go missing, giving you added peace of mind alongside the completed transfer.

We understand that the charge may not have been anticipated, but the process and associated checks are important in protecting both pets and their registered keepers. We’re committed to ensuring that microchip records are accurate and that changes are made safely and appropriately.

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

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

Warm regards,

Ben
Identibase

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For 1 dag siden

Thank you for taking the time to share your feedback.

We’re pleased to hear that you found the paperwork clear and the information provided helpful. We always aim to make sure our customers have everything they need and that our processes are as straightforward as possible.

You mentioned that you didn’t have to pay when you previously had a pet, and our services and pricing have changed over time. Where a Transfer of Keepership is required, there is now a £39 charge. This is because a transfer is more than simply changing the name on a record. It involves the appropriate checks and work to securely transfer the registered keeper details and ensure the database remains accurate.

The £39 Transfer of Keepership charge 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.

We appreciate that your previous experience was different, but we hope this helps explain why a charge applies today and what is included within it.

Thank you again for your feedback, and we wish you and your new pet many happy and healthy years together.

Warm regards,

Ben
Identibase

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For 3 dager siden

Thank you for taking the time to share your feedback. We’re sorry to hear that you were disappointed by the £39 charge and, in particular, that the email inviting you to leave a review still showed the previous keeper’s name.

We completely understand why this would have been frustrating, especially where the adoption centre had originally provided the incorrect name. However, when a pet is already registered to another keeper, we’re unable to simply change the name on the record. The process required is a Transfer of Keepership, which is designed to ensure that changes to a pet’s registered keeper are made securely and appropriately.

A Transfer of Keepership involves more than updating a name. Our team needs to review the existing record and follow the appropriate checks to help protect the pet and the registered keeper. This can include contacting the existing keeper where required, dealing with any refusals or disputes, completing verification checks, and securely updating the database once the transfer has been completed. The process can take up to 28 days where further checks or consent are required.

The £39 charge reflects the work involved in completing this process and also includes 12 months of IdentiAlert, our enhanced missing pet protection service. We appreciate that this may not have been the outcome you were hoping for, but these safeguards are important to ensure that changes to registered keeper details cannot simply be made without the appropriate process being followed.

We are, however, sorry that the review invitation email still displayed the previous keeper’s name. Until a Transfer of Keepership has been fully completed, the existing registered details remain on the record, which is why the previous name could still appear on communications sent during this period. We appreciate that seeing the incorrect name in the email was frustrating and apologise for any confusion this caused.

We understand that, from your perspective, this may have felt like a straightforward correction following an error by the adoption centre. We’re always happy to look at individual circumstances and do everything we can to make the process as clear and straightforward as possible.

Thank you again for your feedback. We genuinely appreciate you raising your concerns, and we hope this helps explain why the process and charge are in place.

Warm regards,

Ben
Identibase

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For 2 dager siden

Thank you for taking the time to share your feedback. We’re sorry to hear that you feel disappointed with the process and the charge involved.

From what you have described, it sounds as though what you needed was a Transfer of Keepership rather than a new microchip registration. There is an important difference between the two, which may explain why the process appeared different to what you were expecting.

Initial registration of a microchip with Identibase is completely free. Some other microchip databases do charge for initial registration, but we don’t. However, if the breeder has already registered the microchip in their name, the chip is already registered and cannot simply be registered again in your name. The appropriate process is therefore a Transfer of Keepership from the existing registered keeper to the new keeper.

This process is important because we cannot simply change the name attached to a pet’s record without carrying out the appropriate checks. A transfer may involve reviewing the existing record, contacting the current keeper where required, dealing with any refusals or disputes, carrying out verification checks and securely updating the database. This helps protect pets and registered keepers and ensures that changes to records are made appropriately.

The Transfer of Keepership charge also includes 12 months of IdentiAlert, our enhanced missing pet protection service, providing additional support should your pet ever go missing.

We completely appreciate that, if you were expecting simply to register the chip, being asked to complete a paid transfer may have been frustrating. However, where the breeder has already registered the chip in their name, a second registration would not be appropriate and the transfer process is required to correctly update the registered keeper details.

We’d be very happy to look into your individual circumstances if you would like to get in touch with us directly. We can review the record and make sure everything has been explained correctly and that you have been guided through the appropriate process.

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

Warm regards,

Ben
Identibase

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For 1 dager siden

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

We’re sorry that you were unable to find the option to complete your Transfer of Keepership using your free transfer code. We completely understand how frustrating it can be when a process doesn’t work as you expected.

It’s important to note that not all Transfers of Keepership are free, and where a free transfer code has been provided, the code needs to be entered as part of the transfer process. The seven days you refer to is the period during which the code remains active, so it’s important that it is used within that timeframe.

As you’ve mentioned, you contacted us and our team was able to resolve the situation straight away by arranging a refund of the payment you had made. We’re pleased that we were able to put this right for you quickly.

We appreciate that the process didn’t work as smoothly as it should have on this occasion, but we always want to make sure that when something does go wrong, we listen, take action and put things right wherever we can. We’re grateful that, as you’ve said in your review, that is exactly what happened here.

Thank you again for your feedback. It’s really helpful in highlighting where we can continue to improve the customer experience, and we hope we’ll be able to provide a much smoother experience for you in the future.

Warm regards,
Ben
Identibase

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For 6 dager siden

Thank you so much for taking the time to leave such an incredibly kind and detailed review!

We’re absolutely delighted to hear how positive your experience was with Matt. It’s fantastic to know that from start to finish he was able to provide the helpful, professional, and reassuring support you needed and make such a difference to your experience with us.

What really stands out from your feedback is the time Matt took to make sure you fully understood everything. Taking the time to explain things clearly, answer questions, and provide reassurance is such an important part of delivering great customer service, particularly when a customer may be looking for a little extra peace of mind. It sounds like Matt did exactly that.

We’re especially pleased to hear that his patience, kindness, and genuine willingness to help stood out to you. These are qualities that we value enormously within our Customer Services team. We want our customers to feel that they are speaking to someone who genuinely cares about helping them, rather than simply trying to get through a query, and your comments are a wonderful reflection of that approach.

We’ll absolutely be sure to pass your fantastic feedback on to Matt. Being told that he is a real credit to Identibase, and that you would have no hesitation in recommending him, is an outstanding compliment. I’m sure he’ll be incredibly proud to know that his patience and personal approach made such a positive impression.

Your comment that customer service like this “makes such a difference” is something the whole team will really appreciate. Providing knowledgeable and efficient support is important, but making sure our customers feel listened to, understood, and reassured is just as important to us.

Thank you again for your wonderful review and for taking the time to recognise Matt personally. Feedback like yours means a great deal to Matt and the wider team and really motivates us to continue delivering the high standard of friendly, professional, and compassionate service that our customers deserve.

Thank you for choosing Identibase, and if you ever need any further assistance or reassurance in the future, please don’t hesitate to get in touch – we’re always here and happy to help.

Warm regards,

Ben
Identibase

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For 6 dager siden

Thank you for taking the time to leave your feedback.

We’re sorry to hear that you found the process far too complicated. We always aim to make things as clear, straightforward, and easy as possible for our customers, so we’d really like to understand what happened.

As your review doesn’t provide any further details, we’d appreciate it if you could get in touch and let us know what you were trying to do and which part of the process you found difficult. We’ll be more than happy to look into this for you.

Your feedback is important to us, and this isn’t the experience we want our customers to have.

Warm regards,

Ben
Identibase

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For 6 dager siden

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 help you get your cat’s microchip details sorted out, particularly as it sounds like there were some tricky circumstances to work through. We understand that not every microchip query is straightforward, so having someone who is patient, knowledgeable, and willing to take the time to understand the situation can make all the difference.

It’s fantastic to hear that Charlie was able to work through everything with you and get the situation resolved. Making sure your cat’s details are correctly recorded and up to date is incredibly important, so we’re really pleased that we could provide the support you needed and leave you feeling happy with the outcome.

It’s also wonderful to see such lovely recognition for Charlie personally. We’ll be sure to pass your kind comments on to her. Knowing that she was able to make a difficult situation feel more manageable and ultimately get everything sorted will mean a great deal to her.

At Identibase, we know that every pet and every customer’s circumstances can be different. Our aim is always to listen carefully, provide clear guidance, and work with our customers to find the best way forward. Your feedback is a fantastic example of why that personal approach is so important.

Thank you again for your wonderful feedback and for taking the time to say thank you to Charlie. Your kind words mean a great deal to her and the wider team and really encourage us to continue delivering the friendly, supportive, and professional service our customers deserve.

We wish you and your cat 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

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For 6 dager siden

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

We’re delighted to hear that you contacted us to double-check your dog’s microchip registration following the mix-up during the recent vet scan, and that Isobel was able to look into everything thoroughly for you.

We completely understand why you would want to make sure everything was correct, particularly when it concerns something as important as your pet’s microchip information. It’s fantastic to know that Isobel took the time to investigate your record carefully and was able to confirm that your details were fully active and correctly linked, giving you the peace of mind you were looking for.

It’s also lovely to hear that you found Isobel’s support swift, reassuring, and helpful. Sometimes simply having someone take the time to properly check the details and clearly explain what they have found can make all the difference. We always want our customers to feel confident that their pet’s information is correctly recorded and that they can contact us whenever they need some additional reassurance.

We’ll be sure to pass your fantastic feedback on to Isobel. Being thanked personally for her help and knowing that she was able to turn what could have been a worrying situation into a reassuring one will mean a great deal to her.

Keeping microchip records accurate and up to date is incredibly important, and we’re pleased that we could provide that added confidence that your dog’s details are correctly recorded with us. Knowing that your pet’s information is safely and accurately linked to you provides valuable peace of mind should you ever need it.

Thank you again for your fantastic review, your recommendation, and for taking the time to recognise Isobel’s efforts. Your kind words mean a great deal to her and the wider team and really encourage us to continue providing the friendly, knowledgeable, and reassuring service our customers deserve.

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

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For 6 dager siden

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

We’re absolutely delighted to hear that you received first-class service from Jack today. Providing friendly, professional, and genuinely helpful support is something we take great pride in, so it’s wonderful to know that Jack made such a positive impression during your experience with us.

It’s always fantastic to receive feedback that specifically recognises one of our team members. Jack’s commitment to helping our customers and making sure they receive the right support is hugely appreciated, and we’ll be sure to pass your lovely comments on to him. I’m sure he’ll be delighted to know that his service was described as first class.

We want every customer who contacts Identibase to feel listened to, supported, and confident that their query is being handled properly. Feedback like yours is a great reminder of the difference that a friendly and knowledgeable member of our team can make.

Thank you again for your wonderful review and for taking the time to recognise Jack’s efforts. Your kind words mean a great deal to Jack and the wider team and really encourage us to continue delivering the high standard of customer service our customers deserve.

Thank you for choosing Identibase, 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

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For 6 dager siden

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

We’re really pleased to hear that you found our team helpful and that you received the good customer service we always aim to provide. Making sure our customers feel listened to, supported, and confident that their query is being looked after is incredibly important to us.

Whether a customer is getting in touch with a simple question, needs help updating their pet’s details, or requires a little more guidance, our goal is always to make the experience as straightforward and positive as possible. We want every interaction to be friendly, professional, and genuinely helpful.

Your kind comments mean a great deal to the whole team and are a fantastic encouragement to continue maintaining the high standard of customer service that our customers deserve.

Thank you again for your feedback and for choosing Identibase. We really 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