I was feeling overwhelmed and quite frazzled as my elderly, frail Mum had just been discharged from hospital with an increased need for care. I was particularly concerned about her falling and bein... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Great customer support. Careline365 is one of those services you hope you never use but if you do need to then you want to to work seamlessly. I called today about a non-emergency matter - changing th... See more
Company replied
Hannah was calm and kind. She dealt with our issue reliably, and professionally. Hannah returned calls when she said she would and gave answers 9nly when she had them, no opinions just facts. Thanky... See more
Company replied
Miranda has been the only person, despite numerous phone calls to sort out why our new Careline alarm wasn't working. She realised that I needed to pair the machine with my router. No-one had told... See more
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Company details
- #11 of 16 best companies in Emergency care service
- #22 of 29 best companies in Home Care Service
- #9 of 16 best companies in Home Help
- #32 of 47 best companies in Security equipment
Written by the company
Careline365 supplies personal alarms to vulnerable and elderly individuals across the UK. We understand the challenges that come with ageing. As health concerns grow, everyday tasks can become more difficult—and for some, this may mean reconsidering the possibility of living independently. At Careline365, we believe that doesn’t have to be the case. Our mission is to help as many people as possible enjoy safe, fulfilling later lives. That’s why we’re committed to offering our service at the best possible price, with simplicity at its heart. Technology doesn’t need to be confusing or intimidating—it can be a powerful tool for independence and peace of mind. We’re always looking to improve. If you feel we could have done something differently, we’d love to hear from you. Please reach out to our Customer Relations Team by visiting our Complaints & Feedback page.
Careline365
Written by the company
- HELP WHEN YOU NEED IT
- At Careline365, our mission is to help as many people as possible live safe, independent, and enjoyable later lives. We understand that ageing can bring new challenges—health concerns, reduced mobility, and the need for extra support. But we firmly believe that these changes shouldn’t mean giving up on independence. That’s why we offer personal alarm services designed to be simple, affordable, and reassuring. Technology doesn’t have to be confusing or intimidating—it can be a lifeline, a comfort, and a way to stay connected to help when it’s needed most. We’re always striving to improve. If you feel there’s something we could have done differently, or if you have suggestions on how we can better serve you or your loved ones, we’d love to hear from you. Please visit our Complaints & Feedback page to share your thoughts with our Customer Relations Team.
Ordering with Careline365
Free next day delivery
Ordering an alarm from us couldn’t be easier. Simply select the pricing plan option above that you prefer, then you can add any additional products you require. We work hard to make sure that we are never beaten on price or quality. Please call us for free on 0800 101 3333 to discuss our price guarantee.
Contact info
42 Barnard Rd,Bowthorpe Employment Area, NR5 9JB, Norwich, United Kingdom
- 0800 101 3333
- info@careline.co.uk
- www.careline.co.uk
Here for you
4.6
Excellent
9k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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.
The pendant was delivered the next day
The pendant was delivered the next day, very efficient and friendly staff.
4 August 2026
Reply from Careline365
Good Morning,
Thank you so much for your lovely feedback! We’re delighted to hear that your pendant arrived the very next day and that you found our team both efficient and friendly.
Providing a fast, reliable service alongside friendly support is really important to us, so it’s wonderful to know you had such a positive experience.
Thank you for choosing Careline and for taking the time to leave us a review. We really appreciate it!
Nick
Reply from Careline365
Good Morning,
Thank you so much for your fantastic 5-star review! We’re delighted to hear that you had such a positive experience with Careline.
Nick
My brother wished to say a huge thank…
My brother wished to say a huge thank you for all the support and patience of staff with setting this care line system up.
4 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for sharing your brother’s kind words with us. We’re delighted to hear that our team provided the support and patience needed to get the Careline system set up.
We understand that setting up a new service can sometimes feel a little daunting, so it’s wonderful to know that our staff made the process easier and provided reassurance along the way.
Please pass on our huge thank you to your brother for taking the time to share his appreciation. It means a great deal to the whole team.
Nick
Good customer care
Fahad, my customer care contact, was most helpful; He gave a very clear and concise response to my query, delivered in a most courteous way. I am grateful for your assistance in providing me with reassurance.
7 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your thoughtful feedback. We’re delighted to hear that Fahad provided such a clear, concise and courteous response to your query, and most importantly, gave you the reassurance you needed.
We’ll be sure to pass your kind words on to Fahad — it’s wonderful to know that his helpful and professional approach made such a positive difference.
Thank you for choosing Careline and for taking the time to share your experience. Your feedback is greatly appreciated.
Nick
Great experience very quick and easy
Great experience very quick and easy, Adolf explained it very well
7 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your wonderful feedback! We’re delighted to hear that you had such a quick and easy experience, and that Adolf explained everything so clearly.
We’ll be sure to pass your kind words on to Adolf — it’s fantastic to know that his clear and helpful approach made the process straightforward for you.
Thank you for choosing Careline and for taking the time to share your experience. We really appreciate it!
Nick
Helpful
Ross was very helpful, explained everything in a manner that an old fogey like me could understand.and was courteous. So many thanks
7 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your wonderful review! We’re delighted to hear that Ross was so helpful, patient and courteous, and took the time to explain everything clearly and in a way that was easy to understand.
We’ll be sure to pass your kind words on to Ross — we know he’ll be pleased to hear how much you appreciated his support.
Thank you for choosing Careline and for taking the time to share your experience. Many thanks to you too!
Nick
Very good except for the ‘20 minute…
Very good except for the ‘20 minute wait’ for someone to answer my call.
7 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to share your feedback. We’re pleased to hear that you’ve had a very good experience overall.
We’re sorry to hear that you experienced a longer wait than expected when contacting us. We understand how important it is to be able to speak to someone promptly, and we appreciate your patience. We’re continually working to improve our response times while maintaining the high level of support our customers expect.
Thank you for choosing Careline365 and for helping us improve our service.
Nick
Wonderful service
These people are an absolute godsend. Can't fault the response times and the personal care attitude. They're a must for worrying family. Puts our minds at ease for our mum who's 90 years old.
7 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you so much for your wonderful review. We’re truly touched by your kind words.
It’s fantastic to hear that our response times and caring approach have given you and your family such peace of mind. Knowing that your mum has access to support whenever she needs it, and that you can feel reassured even when you’re not with her, is exactly why we do what we do.
Thank you for trusting Careline365 to support your mum. We’re honoured to be there for your family and sincerely appreciate your recommendation and feedback.
Nick
I called to give details regarding my…
I called to give details regarding my key safe. Ami was very patient and helpful as it was quite difficult to explain.
7 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your lovely review. We’re delighted to hear that Ami was patient and helpful while assisting you with updating your key safe details.
We understand that providing this information can sometimes be a little tricky, so it’s great to know Ami made the process as easy and reassuring as possible.
Thank you for choosing Careline365 and for taking the time to share your experience. We’ll be sure to pass your kind words on to Ami.
Nick
Both members of Careline we spoke to…
Both members of Careline we spoke to were extremely helpful and supportive.
5 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your kind review. We’re delighted to hear that both members of our team were extremely helpful and supportive during your interactions with us.
Providing compassionate, reliable support is at the heart of what we do, so it’s wonderful to know that your experience reflected this.
Thank you for choosing Careline365 and for taking the time to share your feedback. We truly appreciate your kind words.
Nick
Carrie was fantastic and was really…
Carrie was fantastic and was really clear to help me sort out a pendant/watch system for my mum and at very short notice too. Customer service all very straightforward and I can heartily recommend her and this service
6 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your wonderful review. We’re delighted to hear that Carrie was able to help you arrange the right pendant/watch system for your mum, especially at such short notice.
It’s great to know that you found the process straightforward and that Carrie’s clear guidance made everything easy. We’ll be sure to pass on your kind words to her – she’ll be thrilled to know she made such a positive difference.
Thank you for your heartfelt recommendation and for choosing Careline365. We’re proud to support you and your mum, and we truly appreciate you taking the time to share your experience.
Nick
Ross listened to my problems with…
Ross listened to my problems with patience. We came to an understanding to the remedy to fix them. Many thanks!
7 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your kind review. We’re delighted to hear that Ross took the time to listen patiently to your concerns and helped find a solution that worked for you.
Providing thoughtful, understanding support is something we’re very proud of, and we’ll be sure to share your lovely feedback with Ross.
Thank you for choosing Careline365 and for taking the time to share your experience. We truly appreciate your kind words.
Nick
Really listened
I telephoned to notify the company about something. Sue was most helpful , she really listened and resolved my problem. Excellent service.
6 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your wonderful review. We’re delighted to hear that Sue was so helpful and took the time to really listen to your concerns before resolving your issue.
Providing attentive, compassionate service is at the heart of what we do, so it’s fantastic to know you received the excellent support you deserved. We’ll be sure to pass your kind words on to Sue.
Thank you for choosing Careline365 and for taking the time to share your experience. We truly appreciate your feedback.
Nick
Your equipment is very unreliable and frankly rubbish
Only had thus device about two weeks and it has had problems twice. You are now sending me a new one and its too difficult to find return label and type in information on a small screen with macular and arthritis. I am 83 do not drive and have to take two buses to get to the post office. Its very confusing and exhausting and i regret promoting you to friends two who have purchased your phones. I am not impressed at all and can recommend you no further.
7 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand how disappointing and frustrating this has been.
We appreciate that dealing with equipment issues so soon after receiving your device, combined with the difficulty of arranging the return, has caused unnecessary stress. We also recognise that asking you to manage this while living with macular degeneration and arthritis has made the process even more challenging, and we’re sorry that your experience has fallen short of the standard of service we aim to provide.
We’re pleased that a replacement device is on its way, but we understand that this does not take away from the inconvenience you’ve experienced.
Thank you again for your honest feedback. It helps us identify where we need to improve.
Nick
I rang yesterday morning and spoke to…
I rang yesterday morning and spoke to an adviser who was very helpful and promised to send out a replacement and this was delivered this evening
5 August 2026
Reply from Careline365
Good Morning,
Thank you so much for taking the time to share your experience! We're delighted to hear that our adviser was able to help and that your replacement arrived so quickly. Providing friendly service and a fast resolution is exactly what we aim for, so it's wonderful to know we delivered. We really appreciate your feedback and hope to be of assistance again whenever you need us!
Nick
First contact very poor
First contact very poor, operator was rude and dismissive,second contact named Miles was super.
However there was not enough signal in my home to support the GPS watch . Customer service to sort out was very very mixed.
I was offered another unit without GPS which would not suit my lifestyle or my home which is a long stone cottage
The refund process was difficult. I am still waiting for an email of the return label which was promised last night.
I have another item from a different supplier, I think your four broadband systems for communication with the base unit are restrictive. They assure me my EE broadband will work, you do. It use this broadband!
4 August 2026
Reply from Careline365
Good Morning,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience fell short of the standard we aim to provide, particularly during your first contact with us. That's certainly not the level of service we want our customers to receive.
We're pleased to hear that Miles was able to provide a much more positive experience, and we'll be sure to pass your kind words on to him.
We're also sorry that the GPS watch wasn't suitable due to the signal at your home, and that the refund process has been frustrating. If you haven't yet received your return label, please get back in touch with our Customer Support team and we'll make sure this is followed up as quickly as possible.
Your comments about our communication options and compatibility are appreciated and will be shared with the relevant teams as we continue to improve our products and service. Thank you again for your honest feedback, and we wish you all the best with your new device.
Nick
Reply from Careline365
Good Morning,
Thank you for your review! We're so pleased to hear you found our team very helpful. Your feedback means a lot to us, and we're delighted we could assist. If you ever need anything in the future, we're always here to help!
Nick
HAD AN INTIAL PROBLEM BEING PUT THROUGH…
HAD AN INTIAL PROBLEM BEING PUT THROUGH TO 3 DIFFERENT PEOPLE HOWEVER ONCE I SPOKE TO MYRA SHE WAS SO HELPFUL AND VERY PATIENT WITH ME AS I HAVE HEARING IMPAIRMENT.SHE WAS ABLE TO RESOLVE MY PROBLEM AND TOOK PAYMENT FOR THE CONTINUATION OF YOUR FANTASTIC SERVICE THANK YOU MYRA YOU WERE GREAT.
6 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to leave us a review. We're sorry to hear that you were initially passed between several team members, but we're so pleased that Myra was able to turn your experience around.
It's wonderful to hear that she was patient, understanding, and able to support you with your hearing impairment while resolving everything for you. We'll be sure to share your kind words with Myra—she'll be delighted to know she made such a positive difference.
Thank you for your continued support and for choosing our service. We truly appreciate your feedback!
Nick
Reply from Careline365
Good Morning,
Thank you so much for your lovely review! We're delighted to hear you're very satisfied with everything. Your feedback means a great deal to us, and we're grateful for your support. If you ever need any assistance, we're always here to help. Thank you for choosing us!
Nick
Awful customer service
Awful customer service, after recieving the necklace alarm and uploading my dad's emergency contacts/medical details this wasnt connected to my dad file. So when needed the operator didnt know my dad's name, location, medical records or to access the property. Made a formal complaint had to wait for 28days for a higher management to raise the complaint. Have returned the good and cancel plan, still waiting a refund even after 14days. Worse complaint please dont leave your loved ones in the hands of careline 365, such appalling customers service too, never felt so let down especially when they promise the world in safety.
5 February 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to share your experience. We are truly sorry to hear about the issues you encountered, particularly regarding the setup of your dad’s emergency information and the distress this caused when support was needed. We understand how important it is for this information to be accurate and available when it matters most.
We’re also sorry that your complaint and refund process have taken longer than expected. This is not the experience we want for our customers, and we appreciate how frustrating and disappointing this must have been.
Thank you again for sharing your feedback. We take comments like this seriously and will use them to help improve our service and the support we provide.
Nick
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