Needed to update my cat's microchip address details for months, finally went on the website and I honestly got confused, called them just to be safe and Kim was a wonderful help!!!!! She followed alon... See more
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See what reviewers are saying
Rang them this morning to change the address details as we moved house. Was charged £6. Absolutely disgusting. How greedy?? My other cat is on the home again database which is 100 percent free! My adv... See more
Company replied
Needed to change microchip details of a UK based cat with current owner in New Zealand and new owner in France on a tight deadline. This could have been a disaster and wasn't without hiccups but luc... See more
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I honestly cannot praise these guys enough. I’ve had a difficult and stressful time trying to sort out many issues with trying to travel with my dogs, (thank you Brexit!) misinformation, and unhelp... See more
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Company details
Written by the company
The Official UK PETtrac MicroChip Database is a 24 hour a day, 365 day a year MicroChip reunification database maintained by AVID Plc, pet MicroChip products
Contact info
PO Box 190, BN7 9GD, Lewes, United Kingdom
- 01273 408721
- pettrac.co.uk
4.0
Great
221 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Brilliant
Brilliant, Katie has been amazing, emails and a call to help me transfer my microchips from another company to pettrac, Katie gave me useful information in transferring homed pets . A very pleasant and easy experience Thankyou Katie
November 20, 2025
Unprompted review
Reply from UK PETtrac Database
Many thanks for your review! We are really pleased you were happy with the service you received.
Kind regards,
Ben
Unfortunately not "that" impressed.
Unfortunately not "that" impressed so far.
Bought a new puppy, gave Pettrac my details for the chip, they said they were contacting the breeder to get "permission" to change the details for my dog. I heard nothing from Pettrac.
I have contacted the breeder and he is still waiting for the letter from Pettrac so he can sign it and send it back.
Apparently I have to wait 28 days to get the details changed if Pettrac do not get any so called permission - I paid good money for my puppy, I should know that I own him, and I do not appreciate being messed about like this.
I wouldn't recommend this company for a microchip database company, if they can be unreliable for a simple change of ownership then what else are they going to be unreliable with ?.
November 18, 2025
Unprompted review
Reply from UK PETtrac Database
Hi Tracey,
Thank you for taking the time to leave your review.
If you wanted to give me a call on 01273 408721 I would be happy to look into this for you. Unfortunately I am unable to identify you from your review itself.
We would have sent correspondence to the registered keeper to verify the change of keeper, so if they have not received this they can contact us directly so we can get authorisation for the change of details.
The 28 days is only in the event the registered keeper fails to contact us. We have to attempt to contact the registered keeper to verify a change of keeper details as we do get situations where by a registered keeper does not agree and requires further investigation. Obviously straight forward cases can be approved quickly when we have had authorisation from the registered keeper.
Please bare in mind that during this period of seeking authorisation, we do hold your details against the microchip record which can be used for reunification purposes should your pet go missing.
As mentioned above I welcome you to call me so I can look into the specifics of your case and to see if there is anything we can do to help further.
Kind regards,
Ben
Amazing Customer Service
I have been talking with someone called Rachel, she has been so amazing and very understand of my particular situation. Responds first and is very kind and reasurring. So much so I want to transfer my other dog microchip to pettrac and she is helping me through the process.
November 10, 2025
Unprompted review
Reply from UK PETtrac Database
Dear Carlos,
Many thanks for your review! I am really pleased to hear you are happy with the service you have received.
Kind regards,
Ben
Huge thanks to Ben. …
I would like to say a huge thank you to Ben who has guided me over a few days through the process of having my newly arrived pup transferred to my ownership. I submitted the incorrect chip reference, Ben almost immediately called me and followed up with helpful emails so I was easily able to submit the right reference from my vets. I haven't had a dog for 25 years and this technology wasn't around then.
I am grateful to Ben's professional and helpful friendly approach to resolving the situation and if you do a scheme of employees of the year awards then Ben must surely win. The prize, well an all expenses holiday over Christmas in the Caribbean would I'm sure do the job.
Thank you so much Ben, best wishes Carol.and Ruby.
October 29, 2025
Unprompted review
Exemplary Customer Service
I spoke to Megan today, and she was perfect. She resolved the issue and turned what was initially a sad call into a positive experience.
Thank you, Megan.
October 14, 2025
Unprompted review
Reply from UK PETtrac Database
Hi Sally,
Thanks for your review. It is nice to hear good words about Megan! We will make sure she see's your review.
If we can be of any further assistance please get in touch.
Kind regards,
Ben
exceptionally poor response times -Authorising claims
Think very carefully before using Petrac.
If you claim - even though you are covered it takes an eternity to have your claim approved . I have been waiting for several months - claim currently with the underwriters ... calling weekly.... for an update - I am currently 6 weeks into their complaint procedure .... investigation still ongoing... 2 weeks before they will give us a response to the complaint. Why 8 weeks I hear you say ! who knows !
I feel sorry for anyone who is struggling financially and dependent on cashflow having to wait for a decision on an expensive claim . The whole purpose of insurance is reassurance and cover.
Very Very Poor. Prove me wrong Petrac !!!!
September 22, 2025
Unprompted review
Reply from UK PETtrac Database
Dear Dan,
Thank you for your message.
You have actually left a review on the PETtrac Microchip Database page, we run the 24/7 lost and found service.
I am very sorry to hear you have had a negative experience with PETtrac insurance. We will get in contact with them to make them aware of this review so they get that feedback. If you wanted to send us any contact information to forward on to help them identify you, please send over on email to us for my attention to 'updates@pettrac.co.uk'.
Kind regards,
Ben
Rachael was so helpful in getting my…
Rachael was so helpful in getting my second pet officially registered on the database! She educated me on where to keep my details up to date and I feel so relieved in finally getting this resolved :) thank you so much for you patience and help xx
September 9, 2025
Unprompted review
Beautiful collar engraved plaque for my…
Beautiful collar engraved plaque for my cat, delivery was fast and very good quality item.
Thank you!
August 30, 2025
Unprompted review
my cat already registered as deceased
Our cat was sadly killed on Sunday 17th August 2025 and taken to the only vets open, in Thornbury. When scanned he was already registered as "deceased." In the meantime my husband and I were still hoping he would return home, completely unaware what had happened. I even put up Missing posters in the area. Two days later a friend sent a Facebook screenshot to me of a post of a cat killed at the end of our road. We contacted Thornbury vets and it was of course him. So instead of being notified on the day it occurred, which is the whole point of having your pet microchipped, we spent a further 2 days of heartbreak not knowing what had happened to him. I rang my vet, who stated it would be PETtrac's error as vets only register the microchip, and are legally unable to make any amendments. They gave me my cats chip details and the phone number for PETtrac. I rang on Wednesday to find out why and how Zack had been registered "deceased". The man I spoke with at PETtrac was the most unsympathetic or empathetic person I have ever had the misfortune to talk to. I asked he clarify what pets/names he had on the database registered to me and he gave me the chip number for Zack, as well as my previous cat Spike. I asked him to clarify their "status" and according to him Spike was "alive" and Zack was "deceased." I challenged this stating that Spike had died in July 2024, and Zack had only been dead since Sunday and asked he explain how this had occurred. He tried to tell me that an email was received in November 2024 with Zack's chip details stating he he had died and that someone must have sent the incorrect chip details. It certainly wasn't me and wouldn't be my vets either. When I asked who had sent the email he refused to tell me. This is PETtrac's error and I have no idea how it has occurred, but they caused my husband and myself unnecessary heartbreak due to delays in being notified. Were it not for my friend contacting me, we would still be in the dark now. I have been told by my vets this happens quite often and my suggestion to everyone is check your pets status to make sure they are still registered "alive". I have a feeling that my pet Zack has been registered "deceased" from the day the chip was implanted. I also had no apology from the man I spoke with about this.
August 20, 2025
Unprompted review
Reply from UK PETtrac Database
Dear Lindsay,
Thank you for letting us know about this and for your time over the phone today. Once again, I am very sorry for your loss of Zack.
I am really sorry for how we handled the call you recently made. This fell below our standards, so whilst I am disappointed, I am grateful you brought this to our attention so we can look into this further. You deserved better with this being such a sensitive matter.
We were able to identify how the microchip record had been marked incorrectly as deceased, where by Zack's microchip number had been quoted to us incorrectly when being advised of Spike sadly passing away. We hadn't noticed that the name and microchip number didn't match up, so this was avoidable and we apologise for our part in this.
Rest assured your information was still associated with this microchip number and it appears as though we still gave your details out to the vet who contacted us. I am not sure what broke down for you not to be contacted after that, but regardless, how you eventually found out about your cat is unacceptable and I cannot imagine the pain and upset you experienced.
PETtrac strives continuously for the highest standards of customer service so we will ensure lessons are learnt from this moving forward.
Thank you again for your time and understanding today.
Kind regards,
Ben
Had to change some admin details for my…
Had to change some admin details for my two cats, spoke to Gemma who was polite, helpful and friendly and she updated everything in seconds, much appreciated, thank you Gemma!
July 10, 2025
Unprompted review
Charging for address update
The first company I've encountered that charges £6 to update your address details.
July 9, 2025
Unprompted review
Reply from UK PETtrac Database
Dear Luda LK,
Thank you for your review.
PETtrac does not receive any government funding for providing a 24/7 reunification service, nor do we receive any of the fee that is paid to the vet for the implantation of the microchip and the registration of the microchip is free of charge. Because of the 24 hour service we are providing, this needs to be funded somehow so that we can always be here for pet owners and their pet if they were to ever go missing.
The majority of microchip databases have charges for pet owners, but it has always been PETtrac's aim to keep these as low as possible. A lot of databases now have initial registration charges for the microchip or annual subscription fees, where as the microchip registration with PETtrac is free of charge and we allow pet owners to update their telephone numbers for free to. There is only a small fee of £6 for a full change of address and for those likely to change address on multiple occasions, there is also an optional one off fee to cover change of details for the lifetime of their keepership.
We continuously review our procedures to keep pet owner costs as low as possible whilst being mindful of the costs associated with running a 24 hour lost and found service. If you would be happy to, I would welcome the opportunity to discuss this with you and to get further feedback for us to consider.
I am unable to identify you from your post but please email updates@pettrac.co.uk FAO Ben if this is something that you would be happy to discuss with me.
Kind regards,
Ben
Fantastic Customer Service
Rachael was amazing. I thought it was going to be a complicated phone call as rescue dog has two microchips, but she was very patient and stayed on the phone whilst I made the changes - and then said that they wouldn't charge me to register the additional chip.
June 30, 2025
Unprompted review
Patient Service
Hello, had to do some updates on my account and Rachael was extremely friendly, knowledgeable and most importantly very patient to make all the changes with and for me.
June 25, 2025
Unprompted review
Changing microchip details…
Got straight through to someone on the phone and they answered all of my questions quickly and professionally.
June 25, 2025
Unprompted review
The customer service assistant I spoke…
The customer service assistant I spoke to couldn’t have been more patient and helpful: Excellent service.
June 20, 2025
Unprompted review
Amazing staff 👏 both ladies were so…
Amazing staff 👏 both ladies were so helpful ☺️
June 18, 2025
Unprompted review
Rude
Very rude call handler when I was calling from a vets to obtain some information for a very worried owner. If you have lost your pet I wouldn’t recommend calling these, the young man needs customer service training.
May 7, 2025
Unprompted review
Reply from UK PETtrac Database
Dear Kerry,
Thank you for your review of PETtrac.
We are very sorry to hear this and it is not what we expect. If you wanted to give us a call on 01273 408721, I would be happy to take more details and look into this for you.
Kind regards,
Ellen
terrible system
terrible system. I already paid out extra to get a premium account - not much point because I've moved house and not a single one of my pets is showing on my account. It won't let me add or link them and now waiting 2 days apparently for Pettrac to bother replying to my email and in the meantime, I'm breaking the law by having outdated details despite hours trying to fix it. Rubbish.
April 7, 2025
Unprompted review
Reply from UK PETtrac Database
Hi A Bunting,
Thank you for your review and also your time over the phone this morning. I am very sorry to read your comments.
As discussed, I am concerned there has been some kind of confusion or mix up with ourselves and another database with regards to some of your comments. You mentioned you have a number of pets across different databases, so I wonder if that is the case?
To confirm, PETtrac don't offer a 'premium account' as such, so I am not sure if this relates to another database. We do have a PETtrac Plus upgrade service available per pet, but we have been unable to find any animals we have registered to you on our database that you have taken this out for.
With regards to your comments on response times to emails, again I am slightly confused as I have checked our systems, and as far as I can see, we have responded to any emails you have sent us the same day?
If I am missing anything, I would be keen for more information so that I can look into this. Please get in touch to discuss.
I appreciate that some of your pets were not showing through the account, but I can see my colleague responded to explain the circumstances behind this and how these can be linked. But to confirm, nothing that had previously been linked to your online account has been removed. It looks like the confusion has come about because you have more than one account that had been set up with us, with a different email address.
I think we are helping you further with your registrations but if you would like to speak to me regarding your experience specifically please give me a call on 01273 408721.
Kind regards,
Ben
I am very alarmed to hear that Pettrac…
I am withdrawing my review as it was posted in error .
March 31, 2025
Unprompted review
Reply from UK PETtrac Database
Hi Finola,
Thank you very much for your time over the phone this morning.
I am really grateful for your feedback and views and appreciate the opportunity to clarify our processes and the assistance we have available to pet owners. I hope that this has provided you with reassurance.
If I can provide any further assistance please give us a call on 01273 408721.
Kind regards,
Ben
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