Seen Pawthentic on your bank statement?
If PAWTHENTIC (or, with some banks, PAWTHENTICCLIENT) appears on your bank statement, it's because your vet practice uses Pawthentic to collect its payments, often for healthcare plan subscriptions. Your subscription is still with your practice.
Monday to Friday, 9am to 5pm, excluding bank holidays. Calls cost the same as calling a standard landline number.
Your questions answered
Why is Pawthentic on my statement?
Your practice now uses Pawthentic to collect payments on its behalf, often in relation to healthcare plan subscriptions. Your subscription is still with your practice.
Most banks show PAWTHENTIC on your statement. Some show PAWTHENTICCLIENT. Both are us.
Do I need to do anything?
No. Your Direct Debit has moved automatically. You don't need to sign anything or contact your bank.
Has my amount or payment date changed?
In almost all cases, your payment date and amount will remain the same. If the amount or frequency of your payments change or are due to change, you will be notified in writing.
Will I be charged twice?
No. Your vet's previous provider should have stopped collecting payments before Pawthentic took over. If you think you have been overcharged, please contact us on 0333 038 3352 or by email at support@pawthentic.co.uk and we will be happy to help.
What happened to my old Direct Debit?
It has been moved to Pawthentic. You may notice your vet's previous provider or your bank cancel your old Direct Debit mandate. This is normal.
Does Pawthentic offer insurance?
No. Your vet has chosen to partner with Pawthentic to collect payments and these usually relate to healthcare plan subscriptions. Pawthentic does not offer insurance. If you would like to insure your pet or have a query about your pet's insurance, your vet practice may be able to help.
Who to contact
Contact Pawthentic about your payments
- Why Pawthentic is on your statement
- The amount or date of a payment
- A failed or missed payment
- Changing your bank details or payment date
- Refunds
Contact your vet practice about your plan
- What your plan includes
- Booking treatments and appointments
- Adding or changing pets
- Cancelling your subscription (we're happy to help too)
Thinking of cancelling at your bank?
Cancelling your Direct Debit with your bank doesn't cancel your subscription with your practice. It could leave a balance to pay or end your plan's benefits. Please speak to your practice or to us first.
Is this genuine? How to verify Pawthentic
We understand an unfamiliar name on your statement can be worrying. Here's who we are, and where you can check for yourself.
A registered UK company
Pawthentic is a trading name of 339 Ltd, registered in England and Wales, company number 16096234 (Companies House).
Registered with the Information Commissioner's Office
The Information Commissioner's Office (ICO) is the UK's data protection regulator. Our registration number is ZB859940.
A Bacs Registered Facilities Management Provider
We are registered with Bacs to collect Direct Debits on behalf of vet practices. You'll find us in Pay.UK's directory of Facilities Management Providers.
Protected by the Direct Debit Guarantee
Every payment we collect is covered by the Direct Debit Guarantee, which is offered by your own bank or building society. Read the Guarantee.
How we keep you safe
We'll only ever ask for payment or bank details on a secure sign-up page your practice gives you, or on the phone if you've called us and choose to give them. We'll never ask for them in a phone call, text or email you weren't expecting, and we'll never ask for your PIN or passwords. If you're unsure, call us on 0333 038 3352.
Thanks, we've got your message
Thanks, we'll reply within one working day. If your enquiry is urgent, call 0333 038 3352, Monday to Friday, 9am to 5pm.
Contact us
Call 0333 038 3352 (Monday to Friday, 9am to 5pm, excluding bank holidays), email support@pawthentic.co.uk, or send us a message below. Please don't include bank or card details in this form.
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The Direct Debit Guarantee
- This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
- If there are any changes to the amount, date or frequency of your Direct Debit 339 Ltd t/a Pawthentic will notify you 3 working days in advance of your account being debited or as otherwise agreed. If you request 339 Ltd t/a Pawthentic to collect a payment, confirmation of the amount and date will be given to you at the time of the request
- If an error is made in the payment of your Direct Debit, by 339 Ltd t/a Pawthentic or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society
- If you receive a refund you are not entitled to, you must pay it back when 339 Ltd t/a Pawthentic asks you to
- You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.