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
Company replied
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
- #31 of 46 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 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Fast response and courteous operators.
10 August 2026
Reply from Careline365
Good Afternoon,
Thank you for your review.
We're pleased to hear that you received a fast response and found our operators courteous. Providing prompt, professional, and friendly service is something we strive for every day, so it's great to know your experience reflected this.
We appreciate you taking the time to share your feedback and look forward to assisting you again in the future.
Jess
I was satisfactorily well served.
11 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your review.
We are pleased to hear that you were served satisfactorily and that your experience met your expectations. Our team is committed to providing a professional and reliable service, so it is encouraging to receive your positive feedback.
We appreciate you taking the time to share your experience and look forward to assisting you again in the future.
Jess
Change over poorly documented
Service is very, very good. Instantly in touch and very helpful and professional when there is an emergency or false alarm. My issue is when the new digital system came to organise. I spoke to a lovely gent on the phone and we went though details, he wasn't pushy when I said I wasn't comfortable giving the bank details over the phone. Upon finishing with him I compared an old letter with the one about the change over. This letter didn't relate at all the the one I called over, different company name, address, phone number and account number. The website had no information of changes which heightened the rising panick.We called again, lovely lady, very apologetic found details and payment after a few minutes. This was very distressing as I thought I had given a card number to a scammer. We asked her to put a note on the system so others wouldn't be upset. This she said she would. I hope this message is also made use of as I wouldn't like others to be as distressed as I was, thankyou
9 August 2026
Reply from Careline365
Good Afternoon,
Thank you for taking the time to share such detailed feedback.
We are delighted to hear that you have consistently found our service helpful, professional, and responsive, particularly during emergencies and false alarms. It is also wonderful to know that both members of our team you spoke with were courteous, supportive, and understanding of your concerns.
However, we are very sorry to hear about the distress and anxiety caused during the transition to our new digital system. We completely understand why receiving correspondence with different company details, combined with the lack of information available online, would have raised concerns that the communication may not have been genuine.
Please accept our sincere apologies for the worry this caused. Customer security and peace of mind are extremely important to us, and your feedback highlights an area where we can improve our communication when changes are introduced. We appreciate you bringing this to our attention and are grateful that you took the time to explain your experience so clearly.
We are pleased that our colleague was able to quickly confirm the details and resolve the issue for you. We will also ensure that your feedback regarding clearer communication and system notes is shared with the relevant teams so that we can help prevent other customers from experiencing similar concerns in the future.
Thank you again for your valuable feedback and for your continued trust in our service. We truly appreciate it.
Jess
Always polite and very helpful and…
Always polite and very helpful and caring
11 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your kind review.
We are delighted to hear that you have found our team to be polite, helpful, and caring. Providing excellent customer service and support is very important to us, so it is wonderful to know that our team has made a positive impression.
We truly appreciate you taking the time to share your experience and your feedback with us. We look forward to continuing to provide you with the high standard of service you expect.
Jess
This is how excellent on line shopping experience should be.d be.
The young man was polite, respectful, patient, and so helpful that he should be in charge of training other staff in the call centre on how the job should be done properly. Thank you.
10 August 2026
Reply from Careline365
Good Afternoon,
Thank you for taking the time to share your feedback. We're delighted to hear that you received such excellent service. It's wonderful to know that the colleague who assisted you was polite, respectful, patient, and so helpful throughout your interaction.
Your comments are greatly appreciated, and we're especially pleased to hear that their service left such a positive impression. We will make sure your kind words and recognition are passed on to them and their manager. Thank you again for your feedback and for choosing our service.
Jess
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave your feedback. We're pleased to hear that Carrie was very helpful and provided you with a positive experience. We really appreciate your kind comments and will be sure to share them with her. Thank you for choosing our service.
Jess
Helpful and clear service
Drew was helpful and sorted the query quickly. Very polite and clear. Disappointed with the hold time but otherwise fine.
11 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 Drew was able to resolve your query quickly and that you found him polite, helpful, and clear throughout your interaction.
We appreciate your comments regarding the hold time and understand that waiting can be frustrating. Your feedback is valuable and helps us identify areas where we can improve. Thank you again for your review, and we'll be sure to pass your kind words on to Drew.
Jess
Great phone manner and service from Sydney
I called Careline this morning felt I needed to write to say how friendly and professional Sydney was . She was a breathe of fresh air.
11 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to share your feedback. We are delighted to hear that Sydney was so friendly and professional during your call. It's wonderful to know she made such a positive impression and was a breath of fresh air. We will be sure to pass your kind comments on to her.
Jess
Bruno was very helpful and explained…
Bruno was very helpful and explained everything in full.
11 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to leave this feedback. It's great to hear that Bruno was so helpful and explained everything clearly. We really appreciate your comments and will make sure Bruno receives your recognition.
Jess
Genuinely care.
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 being unable to call for help.
Usually I order things online but this time I felt I needed to talk to someone.
Matt was calm, kind and reassuring. He explained about Careline clearly and knowledgeably, which made it simple to make an informed decision for my Mum. Thank you.
10 August 2026
Reply from Careline365
Good Morning,
Thank you for taking the time to leave such heartfelt feedback.
We're delighted to hear that Matt was able to provide the support and reassurance you needed during what sounds like a very challenging and emotional time. We understand how overwhelming it can be when a loved one is discharged from hospital with increased care needs, especially when concerns about falls and safety at home are involved.
It's wonderful to know that Matt's calm, kind, and reassuring approach helped put you at ease. We're pleased that he took the time to explain the Careline service clearly and knowledgeably, enabling you to make an informed decision for your mum with confidence.
Providing peace of mind to both our customers and their families is at the heart of what we do, so it's especially rewarding to hear that Matt was able to make the process feel straightforward when you needed support most.
We'll be sure to pass on your kind comments to Matt, who will be delighted to know the positive impact he had.
Jess
Already done this?!?!
7 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your feedback. We're sorry to hear there may have been some confusion. We'd like to better understand your experience and ensure any concerns are addressed appropriately. Please don't hesitate to get in touch with our team so we can look into this for you and provide any assistance you may need.
Jess
Replacement necklace
Sue was Extremely helpful and resolved the problem professionally with some humour.
10 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to leave such lovely feedback. We're delighted to hear that Sue was able to resolve your problem professionally while also bringing a touch of humour to the experience. Providing helpful, efficient, and friendly service is very important to us, and we're pleased that Sue made such a positive impression. We'll be sure to pass on your kind words to her. Thank you for choosing Careline!
Jess
Careline is a relatively new…
Careline is a relatively new experience, so the help received from staff members has been especially appreciated. Thank you!
5 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your kind feedback. We're delighted to hear that our team has been able to support you as you get acquainted with Careline. We understand that new experiences can sometimes feel overwhelming, so it's wonderful to know that the help and guidance you've received from our staff have been appreciated.
Jess
Very helpful assistant
I had the assistance of Molly today during my phone call who was very helpful in sorting my problem very quickly.
She was pleasant and friendly, easy to talk to and was very patient in helping me explain my query.
10 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your wonderful feedback. We're so pleased to hear that Molly was able to resolve your issue quickly and provide the support you needed. Her friendly, patient, and approachable manner is exactly the level of service we strive to deliver, and we're delighted that she made your experience a positive one. We'll be sure to pass on your kind words to Molly. Thank you for taking the time to share your experience with us!
Jess
Easy process & lovely lady.
Easy process & lovely lady.
Carrie was easy to talk to & very helpful.
10 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your lovely review! We're delighted to hear that you found the process easy and straightforward. Carrie will be thrilled to know that her friendly and helpful approach made such a positive impression. We really appreciate you taking the time to share your experience and look forward to assisting you again in the future.
Jess
What a pleasant experience I received…
What a pleasant experience I received today from Myles. He explained everything to me regarding joining.He was very professional and courteous and answered all my queries. Thanking you.
Mrs Lynne Smith.
10 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave your feedback, Mrs Smith.
We're delighted to hear that Myles provided such a pleasant experience while discussing joining our service. It's wonderful to know that he was professional, courteous, and took the time to explain everything clearly, ensuring all of your questions were answered.
We understand how important it is to feel informed and confident when making decisions about your care and support options, so we're pleased that Myles was able to provide the information and reassurance you needed.
We'll be sure to pass on your kind comments to Myles, who will be delighted to receive your recognition.
Jess
Agent Bobby was very helpful and…
Agent Bobby was very helpful and answered all questions and provided additional information. The delivery of new equipment was a superb turnaround, cannot fault the business or the customer service
10 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave such wonderful feedback.
We're delighted to hear that Bobby was able to answer all of your questions and provide additional information to help you. It's great to know that you found him so helpful and that he was able to ensure you had everything you needed.
We're also pleased to hear that you were impressed with the speed of delivery for your new equipment. Providing a prompt and efficient service, combined with excellent customer care, is what we strive for, so it's fantastic to know that we met your expectations.
We'll be sure to pass on your kind comments to Bobby, who will be delighted to receive your recognition.
Thank you for your support and for sharing your experience. We're thrilled to hear that you cannot fault either the business or the customer service, and we truly appreciate your feedback.
Jess
I have just had a chat with a lady…
I have just had a chat with a lady called Sue who was very helpful in sorting out my problem, my alarm watch had broken and it will be replaced with new equipment has mine is 4 years old and out of date. Very quick and excellent service would recommend who needs this type of service
10 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave your feedback.
We're delighted to hear that Sue was able to help you quickly and efficiently when your alarm watch stopped working. It's wonderful to know that she explained the situation clearly and arranged for replacement equipment, ensuring you continue to have the support and protection you need.
We're especially pleased that you found the service excellent and that the replacement process was handled so smoothly. We'll be sure to pass on your kind comments to Sue, who will be delighted to receive your recognition.
Thank you for your recommendation and for choosing our service. We truly appreciate your feedback and look forward to continuing to support you.
Jess
Clear explanation
Sue was very helpful and clarified the situation for me with no delay.
10 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave your feedback.
We're delighted to hear that Sue was able to help you so promptly. It's great to know that she clarified the situation for you quickly and efficiently, providing the information and reassurance you needed without delay.
We'll be sure to pass on your kind comments to Sue, who will be pleased to hear that her support made such a positive difference.
Jess
Carrie at Careline 365 was so helpful…
Carrie at Careline 365 was so helpful when my 92 year old father called to arrange help.
She carefully explained the different packages and pricing. She was very sympathetic to his needs.
She answered my questions as well to reassure me the process if my father had a fall and how I would be contacted along with other family members should the need arise
Thank you Carrie
6 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave such wonderful feedback.
We're delighted to hear that Carrie provided such excellent support when helping your 92-year-old father arrange his Careline service. It's wonderful to know that she took the time to explain the different packages and pricing clearly, while also showing understanding and compassion for your father's individual needs.
We're especially pleased that Carrie was able to answer your questions and provide reassurance about what would happen in the event of a fall, including how you and other family members would be contacted if assistance was required. We understand how important that peace of mind is, both for our customers and their loved ones.
We'll be sure to pass your kind comments on to Carrie, who will be delighted to know that her support made such a positive difference to both you and your father.
Jess
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