Information and Advice Factsheet

Background Information

This factsheet has been put together with all the information available relating to Missing Pets Bureau which we understand has recently gone into liquidation. It too, like tens of thousands of businesses have been badly hit by the current economic recession and as it has never received any government funding and as many of its services were free, it was an unsustainable position.

The Consumer Savings Bureau was formed early in 2009 when Sue Hipperson the company’s founder (a pet lover who was also an ex employee of Missing Pets Bureau) heard that the Missing Pets Bureau was in difficulties, she became very concerned about those thousands of pets that were registered who may not continue to benefit from a service.

Although Sue was unable to save the Missing Pets Bureau herself, she was able to secure the database. This at least meant that the Consumer Savings Bureau and Pets Bureau are able to communicate with old members albeit for legal and data protection reasons it is necessary to ask people to join and reregister for the new web based services.

The Consumer Savings Bureau/Pets Bureau  have set up services that give all Missing Pets Bureau members FREE membership (albeit that the service is different).

• All customers who took out Petback Protect or Petback MedAlert membership, will be entitled to claim FREE Standard Membership with Consumer Savings Bureau and Pets Bureau.
  
  
• You will be given the opportunity to re-register your old Pet ID Tag (which will work with the new service) or receive a new one at nominal cost.
  
  

As an added benefit, when you re-register for the above, you can find out how most families are saving around £1,000 per year, which includes Saving Money on your day to day bills and receiving 5% automatic Cashback on your day to day shopping including food and fuel etc.

Please read on for Questions and Answers - if you would like to benefit - just go to www.consumersavingsbureau.co.uk and  Free Membership to benefit from this service.

Notes on Questions and Answers

The next few pages deal with specific questions that you may have. Everything that we have found out has been passed on to you in this document and as Missing Pets Bureau was in no way connected to the Consumer Savings Bureau or Pets Bureau,  we regret to advise that we cannot assist with any further questions other than those listed in this document.

In the short term, we are not publishing a phone number as it is really important we prioritise our services. We would ask your understanding in this as our top priority is to help tens of thousands of members. It is really important that we prioritise our services so that we can help as many owners as possible to register their pets so that they can be protected.

These questions and answers and broken down as follows:-

1. Help with my old Missing Pets Bureau membership.
   
   
2. Help with my old Missing Pets Bureau Payments

• My Old Amber Payments
• My Payments with Missing Pets Bureau

 

Help with my old Missing Pets Bureau membership

What happens with my Membership with Missing Pets Bureau?

• The old service is no longer active.
• It is therefore vital that you re-register with Consumer Savings Bureau/Pets Bureau.

 What happens to my Pets Details including the ID Tag and Microchip No?

• These are no longer registered, however the Pets Bureau's systems are compatible, so if you immediately re-register then your existing ID Tag's will be re-registered in the new database.
• The existing freephone number fully integrates with the new automated service and this works 24/7/365
• You will also benefit from a range of other services.
• Once you re-register you can claim free Starter or Gold Membership

 How do you get the Pet back from the ID Tag? Has this changed?

• Yes – the Pets Bureau uses telephone automation. This service operates 24 hours a day, 365 days in a year and we can respond within seconds. This is how it works:-

1.       The finder calls our freephone number and keys in their contact details into our automated system.

2.       A few seconds later a text is sent back to the finder with the owners details including name and address and up to 4 contact phone numbers and an email address.

3.       The finder makes contact with the owner and pet and owner are then happily reunited.

This also complies with legal requirements for dog owners as the owner’s information is made available to any public official on demand. As an additional security benefit, the finder’s caller line information and details are normally captured meaning that in a ransom situation this information can be passed on the authorities at the request of the owner.

I have just taken out new membership with Pets Bureau or ordered a replacement Pet ID Tag and I have received a Missing Pets Bureau tag – why is this?

• Good question. Pets Bureau was able to obtain a small amount of stock in order to allow for customers to re-register for the service.
  
  
• Pets Bureau has ordered new stock but delivery takes 4 months as they are subject to a manufacturing process and did not want to be in a position where it could not offer a service over this period.
  
  
• The ID Tags are fully compatible with the new service and do not need to be replaced as the existing freephone phone number is fully active.

I was a Missing Pets Bureau Petback MedAlert member and I had sent in a DNA sample – what has happened to it?

• We were concerned about this one too. We have been assured that the samples were securely destroyed by Missing Pets Bureau prior to liquidation to avoid the risk of these being acquired by a third party

Why did Missing Pets Bureau not let us know it was going into liquidation?

• We are advised that because of the large number of members it was too costly for Missing Pets Bureau to make contact as there were no funds available to do so.
  
  
• However everything possible has been put into place by Pets Bureau to ensure that old members could register for a new service.
  
  
• The Consumer Savings Bureau/Pets Bureau is making contact with old Missing Pets Bureau members as quickly as possible by email and text, however the shear the number of members that are having to be contacted is presenting huge logistical challenges.
  
  
• For this reason, we are having to make this a web only based service to start with (backed by 24 hour emergency automated response) and your understanding in this will be appreciated.

My microchip is already registered elsewhere, do I need to register with you?

• No you don't have to register with us but as people or organisations such as vets frequently contact us - it is another way of getting your pet back home!

I have now got more pets or want to re-register existing pets?

• That is fine - you can register up to five pets as part of your FREE registration.
• You manage your own membership online

One of my pets has died - what should I do?

• You can amend/remove your pet's details when you create your account.
• You are then free to register other pets.
• Remember the membership includes the advice services of Consumer Savings Bureau too.

Help with My Payments with Missing Pets Bureau

I am currently paying by Credit or Debit Card - what should I do?

• We have been informed that Missing Pets Bureau issued instructions to their bankers to close down the merchant services account a few days prior to the date of liquidation (ie before 20th Feb 2009)
• Providing this instruction was acted on by their bankers then there should be no more monies coming out from people's bank accounts.
• We would as a precaution recommend that you contact your card company and ask them to make sure that the payment authority to MPB Reunification Services is cancelled.
• With any luck, none of the above is necessary but it is wise as a precaution.

 

Am I able to ask for a refund of amounts already paid?

• Unlikely as our understanding is that Missing Pets Bureau were providing a service up until 20th February 2009
  
  

But I paid for a service that when the final payment was made, I would receive a pet lifetime membership?

• On looking into this, it looks as if this may not help because the pet lifetime membership was effectively FREE once your final payment was made making a refund very difficult and Pets bureau is offering to provide a service.
  

 

I am not happy about this what else can I do?

• If you paid by credit card (not debit card) you could try claiming through your card company, but we believe a service had been provided up until the date of liquidation, it is therefore any claim is unlikely to be successful.
  
  
• The only other thing you can do is to try and put a claim in writing to the liquidators. Their contact details are:-

• Any claims can only be made in writing and please provide full details of your potential claim. It should be noted that based on current information, due to insufficient funds, a dividend will not be payable to unsecured creditors. Should the position change, the liquidators will then take steps to agree unsecured claims.

Help with My Payments to Amber with Missing Pets Bureau

  I am currently paying Amber Credit - what should I do?

• Phone Amber Credit on the number found in your welcome letter from them
• Explain that Missing Pets Bureau has gone into liquidation
• Ask them to stop collect further payments
• If they refuse - then point out that as it is a Consumer Credit Act regulated agreement that it is not reasonable to continue to pay for a service that no longer exists
• If you can agree termination with them, then you can stop your Direct Debit.

Am I able to ask for a refund of amounts already paid?

• Unlikely as our understanding is that Missing Pets Bureau were providing a service up until 20th February 2009
• But I paid for a service that when the final payment was made, I would receive a pet lifetime membership?
• On looking into this, it looks as if this may not help because the pet lifetime membership was effectively FREE once your final payment was made making a refund very difficult.

I am not happy about this what else can I do?

• The only other thing you can do is to try and put a claim in writing to the liquidators. Their contact details are:-
  

• Any claims can only be made in writing and please provide full details of your potential claim. It should be noted that based on current information, due to insufficient funds, a dividend will not be payable to unsecured creditors. Should the position change, the liquidators will then take steps to agree unsecured claims.

If you would like to benefit - just go to www.consumersavingsbureau.co.uk and click Free Membership to benefit from this service.