Last updated: 15 Oct 2023
Standards of service
Before contacting us you should check to see if we’ve already published information to answer your query.
If you have a question about the AMDO Terms and Conditions please contact the AMDO Customer Service Department –
We aim to respond to queries within 14 working days.
Access to information
Complaints relating to requests handled by AMDO Members should be addressed to the relevant person within that members organisation and not to AMDO itself.
(Complaint from keeper/pet professional against a microchip database to the AMDO )
We recognise that it may sometimes be necessary to complain about the way microchip database operators, or an individual, has provided a service. AMDO has a formal and transparent complaints process in place to handle them.
If you have a complaint about a microchip database operator, please let us know as soon as possible in writing or via email. We have a 3-stage process designed to deal with complaints quickly, effectively and fairly.
A compliant should only be brought against a member database if you have exhausted the complaints process with the microchip database operator.
Please address your complaint to AMDO. Any complaint about a member database will be assigned to another member database or a Director of the AMDO.
They will investigate your complaint and aim to respond within 14 working days. If this is not possible, they will write to you and explain the delay, informing you when you may expect a response. AMDO can be contacted by email or post using the details below:
If an initial response from AMDO does not resolve your complaint, you have 28 days to ask for your complaint to be escalated. To do this, please respond to AMDO in writing explaining why. Your complaint will then be escalated to a Director who has thus far not been involved in your complaint and is not employed by the database which your complaint related to. The Director will aim to respond to you in writing within 14 working days.
If you are not satisfied with the Directors decision, please let us know in writing explaining why and your complaint will be escalated to a full member discussion and vote.
We will aim to respond to you in writing within 14 days of this meeting taking place. Meetings take place Monthly so our response at stage 3 may take up to 6 weeks.
Please note that while we always aim to answer your complaint to the best of our ability, we cannot respond to repeated requests for the same information.
If you are still unhappy with the AMDO response, we recommend contacting Defra to discuss your complaint. They can be emailed at firstname.lastname@example.org