I had many questions regarding a new Lifeline. There are many choices but Suresafe stood out as the most reliable choice and the help and advice I received was 1st class!!Customer service was patient... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I did not expect the experience to be so easy to access it is easy and ready to use as well as people like myself of the older generation. I found it easy and when I needed to speak to a person actua... See more
Very efficient from first point of sale by Daryl Yates the representative, through to delivery of the personal alarm watch the next day! My daughter has mild epilepsy & has just moved into her first i... See more
Company replied
The process of ordering the personal alarm from Sure Safe, for my elderly mother in law, was easy to navigate. However, with me not being technically minded I had to phone Customer Support a few time... See more
Company replied
Company details
Written by the company
The UK's leading provider of personal alarms and telecare devices. SureSafe's broad range of personal alarms help people stay living independently in their own homes, safer and for longer.
Contact info
Anfield Business Centre, 58 Breckfield Road South, L6 5DR, Liverpool, United Kingdom
- 08001123201
- info@personalalarms.org
- personalalarms.org
4.8
Excellent
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 76% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I found exactly what I needed and was…
I found exactly what I needed and was taken through the sales process by a very helpful gentleman. I also spoke to a very pleasant lady called Helen who took down all the details you needed.
June 10, 2026
Unprompted review
Reply from SureSafe Alarms
We're thrilled to hear that you found exactly what you needed and had such a positive experience with our team. Thank you so much for your wonderful feedback!
Great customer service
Great customer service. No hidden costs. Upfront price structure.
June 8, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you so much for your wonderful feedback! We're thrilled to hear that you appreciated our great customer service and upfront pricing structure.
Great customer service
Great customer service, they talked through all the options. The device was quick to arrive and easy to set up.
June 9, 2026
Unprompted review
Reply from SureSafe Alarms
We're thrilled to hear that you had a great experience with our customer service and found the setup process easy. Thank you so much for your wonderful feedback!
Faultless transaction.
June 11, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you so much for your wonderful feedback!
Excellent Team
Excellent Team. Daryl answered all my questions, and put my mind at rest. The tracker arrived the following day. Yvonne on the customer services quickly responded and advised on how to adjust a setting. Many thanks.
June 6, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you so much for your wonderful feedback! We're thrilled to hear that Daryl was able to answer all your questions and put your mind at ease. It's great to know that Yvonne provided quick assistance with the settings as well. We appreciate your kind words.
Product works well and is easy to set…
Product works well and is easy to set up and use
June 8, 2026
Unprompted review
Reply from SureSafe Alarms
We're thrilled to hear that the product works well and is easy to set up and use. Thank you so much for your wonderful feedback!
Attempts to renew contract despite being notified of death
Hi My father had a subscription which I cancelled 6 months ago when he died Suresafe have just tried to collect next years subscription and have informed me that the Direct Debit failed !
June 10, 2026
Unprompted review
Reply from SureSafe Alarms
Please accept our sincere condolences on the loss of your father.
We have reviewed our records and have been unable to locate a previous cancellation request. We have attempted to contact you by email and telephone. The subscription has now been cancelled, and confirmation has been sent to you by email.
If there is anything further you would like us to assist with, please do not hesitate to contact our Customer Support team.
New customer
Easy to understand webpage and instructions for ordering. Prompt service to set up the alarm system, and excellent customer service.
June 4, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you so much for your wonderful feedback! We're thrilled to hear that you found our webpage easy to navigate and our ordering instructions clear. If you have any further questions or need assistance, feel free to reach out!
Reply from SureSafe Alarms
Thank you so much for your kind words! We're thrilled to hear that Kala did a great job.
Setting up the device was quick and…
Setting up the device was quick and easy. When I tested it, it worked as expected. We are very pleased with the product so far.
June 10, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you so much for your wonderful feedback! We're thrilled to hear that setting up the device was quick and easy, and that it worked as expected. We’re glad you're pleased with the product so far. If you have any further questions or need assistance, feel free to reach out!
The alarm is great
The alarm is great. Easy to set up and when I had a question about calls it was answered very quickly and clearly
June 8, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you so much for your wonderful feedback! We're thrilled to hear that you found the alarm easy to set up and that your questions were answered quickly and clearly.
Easy to contact family members
Easy to order, easy to use, reasonable monthly service fees.
May 22, 2026
Unprompted review
Reply from SureSafe Alarms
We're thrilled to hear that you found our service easy to order and use. Thank you so much for your positive feedback!
Quick and easy to order and product…
Quick and easy to order and product arrived promptly.
Set up was fairly easy and worked well when tested.
June 9, 2026
Unprompted review
Reply from SureSafe Alarms
We're thrilled to hear that you found the ordering process quick and easy, and that your product arrived promptly. Thank you so much for your wonderful feedback!
Fault Confirmed, still Waiting for a Replacement.
I reported a fault with my father's SureSafe alarm on 30 May. SureSafe confirmed on 4 June that the battery was losing charge unusually quickly (80% in less than 4 hours). A fix was attempted on 5 June, but the issue remained, with the battery falling to 35% after approximately 16 hours off charge.
Despite follow-up emails on 6 June and 8 June, we are still waiting for a response to our request for a replacement device. In the meantime, my father has been left without a reliable personal alarm for over a week.
SureSafe's terms and conditions state that, in the event of a fault, they will either arrange a maintenance visit or replace the equipment and will use every effort to resolve the issue as soon as possible. Unfortunately, that has not been our experience.
I also note that SureSafe's response to many negative Trustpilot reviews is to highlight the number of customers they have helped and their average review score. While those figures may be accurate, they do not address the concerns being raised by customers who are experiencing problems.
Repeatedly pointing to overall customer satisfaction in response to specific complaints simply minimises the experiences of customers who have not received the level of service the company claims to provide. A high average rating is not a substitute for failing to address legitimate concerns, particularly where those concerns involve delays in resolving faults with safety-critical equipment.
At this stage, I would simply like confirmation that a replacement device has been dispatched to replace the faulty alarm.
Order reference: 62955
May 30, 2026
Unprompted review
Daryl was helpful …
When I spoke to Daryl at Suresafe he was very helpful . My mum received her wrist device , it seems to be working great ,myself and my sisters all have the app tracking mum .
May 26, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you so much for your kind words! We're thrilled to hear that Daryl was able to assist you and that your mum's wrist device is working great. We are here for any further assistance you may need!
Have not yet made up my mind
Ordering was simple
Sending the health info was simple.
I completed the Direct Debit form as requested and was then horrified that each payment is made via a US company which charges commission, instead of just setting up a DD directly with my bank. I am furious about this and i am debating about cancelling the order.
June 8, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you for your feedback. We're delighted to hear that you found the ordering process, health questionnaire, and overall setup simple and straightforward.
Following a conversation with you, we were able to clarify that the information regarding payments being processed through a US company charging commission was incorrect.
For clarity, we use GoCardless to process Direct Debit payments. GoCardless is a UK-based company and the world's largest Direct Debit provider, trusted by thousands of businesses and millions of individals. Neither we nor GoCardless charge any fees, commissions, or additional costs to customers for paying by Direct Debit. The amount collected is always exactly the amount agreed.
We're pleased that we were able to clarify this and that you're happy to continue with your order. Thank you again for your feedback.
So far so good we only had it for two…
So far so good we only had it for two days but the set up seemed easy and the use of it seems simple
June 6, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you for sharing your experience with us! We're thrilled to hear that the setup was easy and that you're finding it simple to use. We appreciate your feedback.
Kayla was very knowledgeable and…
Kayla was very knowledgeable and helpful with the setup of our device. My thanks go out to her.
June 5, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you so much for your kind words! We're thrilled to hear that Kala was able to assist you with the setup of your device. If you need any further assistance, feel free to reach out!
Can't fault anything so far
Daryl, one of the sales team took our initial enquiry over the bank holiday. Everything was despatched promptly. When we spoke to the teams as part of testing the watches around the house and garden, everyone was friendly and helpful.
June 5, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you so much for your wonderful feedback! We're thrilled to hear that Daryl was able to assist you promptly. We appreciate your review.
Friendly, efficient
Efficient..needs a signature on delivery which keeps item safe. Staff at the call centre friendly. Helpful. Most of all I now feel safe living alone. Thank you.
June 4, 2026
Unprompted review
Reply from SureSafe Alarms
Thank you so much for your wonderful feedback! We're thrilled to hear that our delivery process, including the signature requirement, has made you feel safe living alone.
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