Vanessa at Careline365 provided an excellent service today. She patiently answered all my questions, clearly explaining how the product works. With next day delivery, we will be up and running within... See more
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Review summary
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Drew was friendly professionally and helpful and my query was sorted out. All of your team are a good professional team and the problem has been resolved. It has been refreshing to deal with a company... See more
Company replied
When l first contacted Careline, l had a complex problem that needed to be resolved. Thankfully Carrie was on the other end of the phone. She had the ability to listen, was knowledgeable and persuasi... See more
Company replied
Ross very helpful. He went through procedure for fall detection thoroughly, which meant that vital bit of info that had been missed before in phone conversations, was covered. Sorted. Thanks Ross
Company replied
Company details
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.
Sent quickly and arrived Saturday but…
Sent quickly and arrived Saturday but the courier did not ring or knock I was in all day!! The box was left in my ‘glass bin’ so I retrieved it. Thank you
13 August 2026
Reply from Careline365
Good Morning,
Thank you for your feedback! We’re pleased to hear your order was sent quickly and arrived safely, although we’re sorry to hear the courier didn’t ring or knock and left your parcel in an unexpected place.
We appreciate you taking the time to let us know, and we’ll make sure your comments are noted. We’re glad you were able to retrieve your delivery, and thank you for choosing us!
Nick
Excellent customer service staff
Excellent customer service staff. Gave clear and concise information as requested. Thank you
12 August 2026
Reply from Careline365
Good Morning,
Thank you so much for your lovely feedback! We’re delighted to hear that our customer service team provided clear, concise information and helped answer your questions.
Making things simple and straightforward is exactly what we aim for. We really appreciate you taking the time to share your experience!
Nick
Asking for a rating when I hadn’t even…
Asking for a rating when I hadn’t even received the goods
Hadn’t received the goods but no explanation given until a phone call after 5 days asking for a postcode because I hadn’t filled out my new user registration- why would I when I wasn’t yet in receipt of goods?!
Not a good start
Update : delivery was made today and left on doorstep in direct heat - poor service from Post office also…
At least I got an email from Careline to say it’d been delivered!
14 August 2026
Reply from Careline365
Good Morning,
We’re sorry that your experience got off to such a frustrating start. We completely understand your disappointment at being asked for a review before receiving your goods, followed by the delay and the need to contact us to clarify your details. We also appreciate your concerns about the parcel being left in direct heat.
We’re pleased the delivery was eventually made and that our notification confirmed it had arrived, but we recognise that this fell short of the smooth and reassuring service you should expect. Thank you for taking the time to update your review and share these concerns — your feedback is genuinely valuable and will be taken on board.
Nick
Myles is an absolute gentleman
Myles is an absolute gentleman, very knowledgeable about this subject and explained all the options available and talked me through everything. He not only deserves a pay raise but a promotion as well. Keep up the outstanding work Myles and once again a big thank you.
14 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your fantastic feedback! It’s wonderful to hear how impressed you were with Myles and the time he took to explain everything clearly and talk you through all the available options.
We absolutely love hearing when a team member goes above and beyond, and your kind words — especially the promotion and pay rise! — will undoubtedly mean a lot to him. We’ll be sure to pass your thanks and recognition on to Myles.
Nick
Incredibly dissappointed that mums…
Incredibly dissappointed that mums alarm did not go off when she had a fall last night. Have now discovered that the alarm only works if you fall from a standing height with your arms up. So if you slip off a chair or the toilet or have a gentle fall, alarm will NOT go off. Please please double check before you order this product, as mum lay for well over an hour before being discovered.
14 August 2026
Unprompted review
Reply from Careline365
Good Morning,
We’re sorry to hear about what happened to your mum. We can understand how distressing and frightening it must have been for her to be left waiting after a fall, and we’re very sorry that the experience has caused you such understandable concern.
Fall detection technology has limitations and, as with any fall alarm, it cannot guarantee detection of every type of fall. However, we appreciate how important it is that these limitations are clearly explained when choosing a device. We take your feedback very seriously and would like the opportunity to understand what happened and ensure you have the right support and information.
Trustpilot has requested some more information from you so we can locate your account so we can look into this with you and discuss the available options. Thank you for bringing this important concern to our attention.
Nick
Poor service from upgrades team
Had to contact the support service in numerous occasions over the course of two weeks to get someone to call me back to arrange an upgrade - I only actually received a call back when I got so fed up and asked to cancel my service
13 August 2026
Reply from Careline365
Good Morning,
We’re sorry to hear about your experience with our upgrades team. Having to contact us repeatedly over two weeks just to receive a callback is understandably frustrating, and we apologise that it took your cancellation request for someone to get in touch.
This isn’t the level of service we aim to provide, and we appreciate you bringing it to our attention. Your feedback will be shared with the relevant team so we can learn from what happened and improve the experience for our customers. Thank you for taking the time to leave your review.
Nick
Numerous pendants didn't work
Numerous pendants didn't work! When closing the account, sent products back, waiting for refund 3 weeks passed no refund, contacted Careline for them to say they were missing some pendants. No correspondence from them to let us know that this was the case, until we contacted them. All in all poor communication, products that don't do what they say they will!
13 August 2026
Reply from Careline365
Good Morning,
We’re sorry to hear about your experience and completely understand your frustration. Having issues with multiple pendants is concerning enough, and then waiting three weeks for a refund without being contacted about the returned equipment would understandably make matters worse.
We apologise for the poor communication and inconvenience caused. We take concerns about our equipment and the service surrounding returns and refunds very seriously, and your feedback will be shared with the relevant teams so the issues you’ve highlighted can be addressed.
Nick
Thank you for taking the time to explain what happened. We’re sorry we didn’t provide the reliable and communicative service you should have received.
Very excellent service
My first name is Roger you have got first name as Amos jest to let you knowEvery thing was explained thoughry l was very happy with the way I was spoken to through the discussions Thank you very much
13 August 2026
Reply from Careline365
Good Morning,
Thank you so much for your lovely feedback! We’re delighted to hear that everything was explained thoroughly and that you felt comfortable and well supported throughout your conversations with our team.
Clear, friendly and respectful communication is something we really value, so it’s wonderful to know you were so happy with the service. Thank you for taking the time to share your experience!
Nick
I don't do reviews
I don't do reviews
I asked specifically not to receive yet another Trust Pilot review. The salesman said I would not. I then had the Trust Pilot review request the next day BEFORE I had even received the product.
I decided some time ago that these constant requests for reviews were repetitive and tiresome. Therefore I don't do reviews. The response was to stop reminder reviews requests.
14 August 2026
Reply from Careline365
Good Afternoon,
Thank you for your feedback, and we're sorry for the frustration caused.
We understand your concern, especially as you had specifically requested not to receive a Trustpilot review invitation and were assured this would not happen. We apologise that a review request was sent regardless, and particularly before you had even received your product.
We appreciate that repeated requests for reviews can be unwelcome, and in this instance, we did not meet your expectations. We have reviewed this internally and will ensure better communication and adherence to customer preferences going forward so that this does not happen again.
Thank you for bringing this to our attention, and please accept our sincere apologies for the inconvenience caused.
Jess
Excellent customer service and peace of…
Excellent customer service and peace of mind
14 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your lovely feedback! We’re delighted to hear that you experienced excellent customer service and, most importantly, gained that all-important peace of mind.
Knowing our support helps you feel reassured means a great deal to us.
Nick
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave a review.
We're delighted to hear that you received first-class help from our team. Providing excellent support and service to our customers is always our goal, so it's wonderful to know that your experience was such a positive one.
We really appreciate your feedback and thank you for choosing our service. We look forward to supporting you again in the future.
Jess
Hello I found Farhad very helpful she…
Hello I found Farhad very helpful she was very patient I couldn’t understand everything but she did well with me thank you Julian
14 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave a review, Julian.
We're delighted to hear that Fahad was so helpful and patient while assisting you. We understand that sometimes there can be a lot of information to take in, and it's wonderful to know that Fahad took the time to explain everything clearly and support you throughout the conversation.
We'll be sure to pass your kind comments on to Fahad, who I'm sure will be delighted to hear your feedback.
Jess
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave a review.
We're delighted to hear that you found our service so helpful and friendly. Providing excellent customer care and support is at the heart of what we do, so it's wonderful to know that your experience was such a positive one.
We really appreciate your recommendation and your kind feedback. Thank you for choosing our service, and we look forward to supporting you again in the future.
Jess
Fahad was extremely helpful and…
Fahad was extremely helpful and meticulous in his approach to my request. Excellent service, thank you.
14 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave a review.
We're delighted to hear that Fahad was extremely helpful and thorough in assisting with your request. Providing attentive, detailed, and professional service is something we pride ourselves on, so it's wonderful to know that Fahad delivered such a positive experience.
We'll be sure to pass your kind feedback on to Fahad, who I'm sure will be delighted to hear your comments.
Jess
Myles answered all my questions
Myles answered all my questions, very patient! Explained everything. Great, thank you.
11 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave a review.
We're delighted to hear that Myles was able to answer all of your questions and provide clear explanations throughout. It's wonderful to know that his patience and support helped make the experience a positive one for you.
We'll be sure to pass your kind comments on to Myles, who I'm sure will be delighted to receive your feedback.
Thank you for choosing our service, and we look forward to supporting you again in the future.
Jess
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave a review.
We're delighted to hear that you found the process simple and that the member of our team was helpful throughout. Providing straightforward, hassle-free support is exactly what we aim for, so it's great to know we met your expectations.
We really appreciate your feedback and thank you for choosing our service.
Jess
The young lady was very polite and…
The young lady was very polite and apologetic and was able to resolve my dad’s problem fast
13 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to leave a review.
We're delighted to hear that the issue was resolved quickly for your dad and that the member of our team provided such a positive experience. It's wonderful to know that she was polite, understanding, and apologetic, while ensuring the problem was dealt with efficiently.
We really appreciate your kind feedback and will make sure your comments are shared with the team.
Thank you for choosing our service, and we look forward to supporting you and your dad in the future.
Jess
Five weeks of poor communication
I have given one star due to the extremely poor communication from Careline365. I have made numerous phone calls and sent multiple emails over seven weeks, repeating the same information again and again.
Despite this, I kept receiving overdue payment notices, and no one seemed to take ownership of the issue. To make matters worse, the email asking me to complete this review was sent to Mr Melvyn Jones — not myself, Mandy Bennett — even though I am the one who has handled all communication, calls, and emails throughout this entire process.
Overall, the experience has been frustrating, time‑consuming, and completely avoidable.
12 August 2026
Reply from Careline365
Good Morning,
Thank you for taking the time to share your feedback.
We're very sorry to hear about your experience and the frustration caused by the communication issues you've described. We understand how disappointing it must have been to repeatedly provide the same information over several weeks, continue receiving overdue payment notices, and feel that your concerns were not being fully resolved.
We also apologise for the email being addressed incorrectly. We appreciate that you have been handling all communication regarding this matter and understand why this added to your frustration.
We take your comments seriously and would like to review what has happened. A member of our team will be looking into your concerns and will be in contact with you directly to discuss the matter further and work towards a resolution.
Jess
After experiencing problems with alarms…
After experiencing problems with alarms Ross helped me sort the problem with patience and professionalism.
13 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to leave a review.
We're sorry to hear that you experienced problems with your alarm, but we're delighted that Ross was able to help resolve the issue. It's wonderful to hear that he assisted you with patience and professionalism, ensuring your concerns were addressed and the problem sorted out.
We'll be sure to pass your kind feedback on to Ross, who I'm sure will appreciate your recognition.
Thank you for choosing our service, and we look forward to supporting you in the future.
Jess
Hannah was very pleasant and helpful…
Hannah was very pleasant and helpful and dealt with my requirements efficiently
13 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to leave a review.
We're delighted to hear that Hannah was pleasant, helpful, and able to deal with your requirements efficiently. Providing friendly, professional service and ensuring our customers' needs are handled promptly is something we take great pride in.
We'll be sure to share your kind feedback with Hannah, who I'm sure will be delighted to hear your comments.
Thank you for choosing our service, and we look forward to supporting you again in the future.
Jess
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