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
Company replied
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Review summary
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Reviews shaping this summary
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
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This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Excellent service from Careline
Everything was explained in perfect detail by Carrie in a professional & caring manner.
Now that I have decided purchase the alarm watch, I feel reassured this is the right device for the recipient
August 24, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you so much for your wonderful review! We’re delighted to hear that Carrie took the time to explain everything in such detail and made the process feel both professional and caring. Most importantly, we’re pleased you feel reassured that the alarm watch is the right choice for the recipient. We hope it provides great peace of mind and reassurance.
Nick
Easy ordering
Bobby, who answered my call, was extremely helpful. He explained the options and generally made the process of ordering very easy.
August 22, 2026
Reply from Careline365
Good Afternoon,
Thank you for your lovely feedback! We’re so pleased to hear that Bobby was extremely helpful and made the ordering process straightforward and easy. It’s great to know he took the time to explain the options and help you find the right solution. We’ll be sure to pass your kind words on to Bobby!
Nick
Excellent Carrie in the sales team
Spoke to Carrie in the sales team, after discussing options with Chris (also in the sales team) a few days ago. Helpfully, she picked up from where he left off rather than having to repeat all the information. Ordering was simple and efficient, but with all the details necessary being explained. Order arrives tomorrow which is excellent and fast.
August 24, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to share your feedback.
We're delighted to hear that both Chris and Carrie provided such a seamless experience. Our team works hard to ensure customers don't have to repeat information, so it's great to know that Carrie was able to pick up where Chris left off and make the process smooth and efficient for you.
We're also pleased that you found the ordering process straightforward while still receiving all the information you needed to make an informed decision. It's wonderful to hear that your order is arriving so quickly, and we hope you're delighted with it when it arrives tomorrow.
Jess
Everything from ease of instalation to…
Everything from ease of instalation to follow up calls was first class.
August 23, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your wonderful review!
We're delighted to hear that your experience has been first class from start to finish. It's fantastic to know that you found the installation process easy and that our follow-up calls helped ensure everything was set up and working as it should.
Providing a smooth, supportive experience for our customers is something we take great pride in, so your kind feedback means a lot to us.
Jess
A New User
Connor from the Customer Service Team was very helpful in explaining the purpose of the device and the Terms and Conditions. The device arrived promptly and the setup process was acceptable.
August 19, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your wonderful review!
We're delighted to hear that Connor was able to clearly explain both the purpose of the device and the Terms and Conditions, helping you feel informed and confident in your decision. It's also great to know that your device arrived promptly and that the setup process went smoothly.
We'll be sure to pass your kind feedback on to Connor and the team. Thank you for choosing Careline365, and please don't hesitate to get in touch if we can help with anything in the future.
Jess
I’ve only just transferred to Careline…
I’ve only just transferred to Careline 365 but I’m very impressed with their service so far all my questions have been answered quickly. The people I have spoken to have been very helpful and easy to talk to.
August 23, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your lovely review!
We're delighted to hear that your experience with Careline365 has been so positive since making the switch. It's wonderful to know that all of your questions have been answered quickly and that the members of our team you've spoken with have been helpful, approachable, and easy to talk to.
Providing friendly, responsive support is something we pride ourselves on, so your feedback means a great deal to us.
Jess
Helena was very professional and…
Helena was very professional and helpful. Friendly and efficient Understood what I needed and sorted it very quickly
August 23, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your wonderful review!
We're delighted to hear that Helena was professional, friendly, and helpful throughout your experience. It's great to know that she understood exactly what you needed and was able to resolve everything quickly and efficiently.
We'll be sure to pass your kind feedback on to Helena, who will be pleased to know that her support made such a positive difference.
Jess
Avoid!
The service provided is fine. The lies, the constant letters which they are now sending to an emergency contact rather than myself who pays the bill and oversees it is not!
Every time I call or they call there is someone different providing different information.
They stated BT had changed my Nanny’s phone line to digital, not true! BT said the opposite, they told me when it would be done and are contacting me. This caused my 93 year old Nanny stress, pestering with letters despite me asking them not to. They call her, despite me asking not to as she’s hard of hearing and it worries her.
They stated a significant price increase was due to new technology. When I spoke to them they stated it was an annual price increase and she would have to pay to switch. What is it????
My nanny was sent a gift voucher to apologise. They have still continued doing exactly what I asked them not to.
The response from the call takers when Nanny has needed help has been awesome but as for the other staff we’ve had dealings with and the company itself, dreadful! I do not recommend.
August 22, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
We’re sorry to read about your experience and, in particular, the worry and stress this situation has caused your Nanny. We completely understand how important it is to communicate clearly, especially when a family member is overseeing the service on someone else’s behalf.
We’re also sorry that our communication has felt inconsistent and that your requests about who we contact and how we communicate have not been followed as you expected. This is clearly frustrating, and we appreciate you taking the time to explain what has happened.
We’re pleased to hear that our call takers have provided helpful support when your Nanny has needed assistance, but we recognise that this does not make up for the other aspects of your experience. We would very much like the opportunity to investigate your concerns properly and ensure your communication preferences are understood and acted upon.
Trustpilot has contacted you for more information so we can locate your account so we can look into this further and work towards putting things right. Thank you for bringing this to our attention.
Nick
Help line was very helpful
Help line was very helpful
Old pendant tested and not properly connecting
New pedant provided came promptly by post and tested ok
Needed to phone again as the old one activated in the postage box - agent very helpful
August 22, 2026
Reply from Careline365
Good Morning,
Thank you for your lovely review!
We're delighted to hear that our helpline team was able to assist you. It's great to know that the issue with the original pendant was quickly identified and that your replacement arrived promptly and tested successfully.
We're also pleased that, when the old pendant activated while in the postage box, our advisor was on hand to help and provide further support. Delivering helpful and efficient service is something we take great pride in, so it's wonderful to hear that our team was able to assist you throughout the process.
Jess
Service Feedback
Carrie was so friendly and her manner so kind. Carrie took the time to listen and advise on the most appropriate device concerning our elderly relative.
Carrie took time to reiterate all the information regarding the devices and the service provider in order we all gained a full understanding.
I was so impressed concerning the service and Carrie that I did not need to contact any other provider
Thankyou Carrie
August 21, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your wonderful review!
We're delighted to hear about the excellent service you received from Carrie. Taking the time to listen carefully, understand your needs, and provide clear guidance is exactly the level of support we strive to deliver, and it's fantastic to know that Carrie helped you find the most appropriate solution for your elderly relative.
We're also pleased that Carrie took the time to explain the devices and service thoroughly, ensuring everyone felt fully informed and confident in their decision. Knowing that her friendly, kind, and professional approach gave you the confidence to choose Careline365 without needing to contact other providers is truly rewarding.
Jess
Absolutely disgusting behaviour from Careline365…
Absolutely disgusting behaviour from this company who point blank refused to talk to me about a refund of my product that I purchased, saying I didn't pass GDPR as I set up the account as per their purchase page.
I purchased the device for my father who now no longer needs it as he is in hospital and not well at all!
I paid for the device in my name, on my credit card yet I can't get a refund as they need to speak to my father and sadly that is not happening!!
Complete madness and I would avoid at all costs as there is just a computer script, which does not care less about your position with regards to health of your relative!!!!!
DO NOT RECOMMEND AT ALL, JUST A COMPANY EXPLOITING A POSITION AND HIDING BEHIND GDPR, EVEN THOUGH IT'S MY MONEY, PURCHASING A PRODUCT FOR MY FATHER!
THEY CERTAINLY DIDN'T HAVE AN ISSUE TAKING MY MONEY ON MY CREDIT CARD, IN MY NAME AT THE TIME OF PURCHASE !!!
SHOCKING SERVICE!!!
August 22, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
We’re sorry to read this review and, most importantly, to hear about your father’s health. We completely understand how upsetting and frustrating this situation must be for you at an already difficult time.
We’re sorry that you felt unable to discuss the refund with us and that our explanation of the information we needed left you feeling that you were being passed between a process rather than listened to as an individual. That is certainly not the experience we want anyone to have.
We take concerns around refunds, account ownership and data protection seriously, but we also recognise the importance of handling these conversations with empathy and finding the most appropriate way forward. We would welcome the opportunity to review your specific circumstances and see what can be done.
Trustpilot have been in touch for more information so we can locate your account so that we can investigate this fully. We sincerely hope your father’s health improves, and we’re sorry that your experience with us has added to what is already a very challenging time.
Nick
Reply from Careline365
Good Morning,
Thank you for your lovely review!
We're delighted to hear that you found our team pleasant to deal with and that your query was answered quickly. Providing efficient, responsive service is something we strive for every day, so it's wonderful to know we met your expectations.
Jess
Anna was polite friendly knowledgeable…
Anna was polite friendly knowledgeable and very helpful she understood my enquiry and it was dealt with effeceintly thank you
August 20, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your wonderful review!
We're delighted to hear that Anna was polite, friendly, knowledgeable, and very helpful. It's great to know that she understood your enquiry and was able to deal with it efficiently, ensuring you received the support you needed.
We'll be sure to pass your kind feedback on to Anna, who will be pleased to hear that she made such a positive impression.
Jess
Every thing was explaned clearly to me.
Every thing was explaned clearly to me.
The lady i spoke to was very kind and patient.
August 21, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your lovely review!
We're delighted to hear that everything was explained clearly and that the advisor you spoke with was kind and patient throughout the conversation. We understand how important it is to feel supported and informed, and we're so pleased that you had such a positive experience.
Jess
new watch purchase
The process of buying the watch was easy and efficient through the website.
The completion of the new customer form on the website was less satisfactory and extremely frustrating and timely. I only had time to complete half the form at my first visit so saved to complete late, as offered on the website, only to find, at my second visit, that the feature would not work so I had to start all over again.
I did call for advice and the operator was very helpful but had to tell me to start again.
I had to call the helpline a second time and again the operator was very good and explained to me that the form could not accept a "no entry" into certain boxes so I had to enter something. This was an issue because I had entered the name of the GP practice but they do not have a number, which is requested on the next box.
Overall I am happy with the sales and support and the quality and ease of setting up of the watch but I hope you take this feedback constructively and work on getting the patient data form process sorted out.
August 20, 2026
Reply from Careline365
Good Morning,
Thank you for taking the time to leave such detailed feedback.
We're delighted to hear that you found the process of purchasing the watch easy and efficient, and that you're happy with the quality of the device and the support you received from our team.
We're sorry to learn that completing the new customer form was frustrating. We understand how disappointing it must have been to save your progress and then find that you had to start again.
It's wonderful to hear that both of the advisors you spoke with were helpful and able to assist you, even though the situation itself was less than ideal. We'll ensure your feedback regarding the form functionality and user experience is passed on to the relevant team for review, as we are always looking for ways to improve our customers' experience.
Jess
Very polite operator who talked me…
Very polite operator who talked me through how everything worked in a manner that was easy to understand.
August 21, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your lovely review!
We're delighted to hear that our operator was polite and took the time to explain everything in a clear and easy-to-understand way. We know how important it is to feel confident and informed, and we're pleased that you had such a positive experience.
Jess
So quick an easy to install fantastic…
So quick an easy to install fantastic service .
August 20, 2026
Reply from Careline365
Good Morning,
Copilot said:
Thank you for your wonderful review!
We're delighted to hear that you found the installation process quick and easy. Making our service straightforward and hassle-free for our customers is always our goal, so it's fantastic to know you had such a positive experience.
Jess
Reply from Careline365
Good Morning,
Thank you for your review!
We're delighted to hear that you found our team member warm and friendly. We understand how important it is to feel comfortable and supported, and it's wonderful to know that this was reflected in your experience.
Jess
Excellent service
Excellent service. Polite, professional, efficient humans at the end of the line. A breath of fresh air!
August 21, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your wonderful review!
We're delighted to hear that you received excellent service from our team. Providing polite, professional, and efficient support is something we take great pride in, so it's fantastic to know that your experience stood out and was, as you put it, "a breath of fresh air!"
Jess
Bobby was the best
Bobby was the best. Very informative and friendly and gave me complete faith in the company. 10/10
August 21, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your fantastic review!
We're delighted to hear that Bobby made such a positive impression. Providing clear, informative, and friendly support is exactly what we strive for, and it's wonderful to know that Bobby gave you complete confidence in both the service and our company.
Jess
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