WARNING avoid at all cost. This company target vulnerable adults who clearly have no capacity to sign up to their services. They cold call and apply pressure, asking for payments over the phone. Lots... See more
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This is my fourth.attempt complete a survey for First-line Protect First and foremost the during past few weeks I have been in contact with Justin.of First line a true gentleman a true professional... See more
Company replied
First Line Protect has contacted me following my earlier review. Trustpilot has asked me to edit said review. I have. None of this changes the fact that a direct debit was set up on my mother's acc... See more
Company replied
Taken money out of my 86 year old mothers bank account for a service she never signed up for as I manage her finances. When I rang the company I was told that they never do this, well they did. Was to... See more
Company details
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We wanted to inform you that we have discontinued our use of TrustPilot. We have made this decision due to multiple issues, including blocked and removed positive reviews, a failed report system and unhelpful and derogative staff which we believe are attempts to coerce us into upgrading our membership. We have chosen an alternative review platform where we have received over 1,000 positive reviews. This new platform aligns better with our commitment to genuine customer feedback. Thank you.
Contact info
United Kingdom
- www.firstlineprotect.co.uk
2.1
Poor
82 reviews
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
WARNING avoid at all cost
WARNING avoid at all cost. This company target vulnerable adults who clearly have no capacity to sign up to their services. They cold call and apply pressure, asking for payments over the phone. Lots of previous history of them doing this over and over. Please report to trading standards if you’ve also had this experience. Evil evil company. Avoid like the plague.
March 29, 2026
Unprompted review
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Taking advantage of the vulnerable elderly
I am leaving this review about FLP Monitoring Solutions to raise awareness for others, particularly families supporting older or vulnerable relatives. A payment was taken for a monitoring/alarm service that had not been knowingly requested plus a direct debit set up. There was no equipment sent or installed at the property and no paperwork available. The individual concerned has dementia and no recollection of agreeing to anything. The bank refunded the payment under the Direct Debit Guarantee. I contacted the company and requested information on how they obtained my mother's details but they asked for an LPA. I provided online details for them to check the LPA but have not heard back despite further emails. If there is nothing for them to hide, then why the radio silence. They responded when I asked for information without the LPA details and kept asking for this because of GDPR. Now they have all they need they have not responded.
December 1, 2025
Unprompted review
Don't Let Them Get Away With This
Taken money out of my 86 year old mothers bank account for a service she never signed up for as I manage her finances. When I rang the company I was told that they never do this, well they did. Was told an account manager would call me back, and as predicted they did not. Reported to the bank who refunded the money immediately. This company defrauds vulnerable elderly people!
October 21, 2025
Unprompted review
Is this scamming elderly people?
My elderly mother received a confirmation letter of a direct debit to her bank account 1st collection of £89.99 and then £29.99 monthly for an FLP product she has never signed for. She may have been cold called by you, we do not know, but she cannot remember speaking to anyone from your firm, defitinely has not signed anything and already has a personal alarm pendant from Taking Care linked to age.co.uk
I called 0800 689 0426 twice, the support number you number give everywhere. It was answered buy a lady who was very polite and apologetic but said she could do nothing herself but promised someone would call me back both times. Still waiting to hear after more than 2 weeks.
I would not recommend a company like this to be the 1st line protection for anyone, let alone elderly people.
February 5, 2025
Unprompted review
Follow up review following contact from First Line
First Line Protect has contacted me following my earlier review. Trustpilot has asked me to edit said review. I have. None of this changes the fact that a direct debit was set up on my mother's account with Interbacs without her permission. I have reported the company to Action Fraud Squad.
February 19, 2025
Unprompted review
Reply from elderlyalarmservices.co.uk
Dear Kim,
Thank you for your feedback. We take all reviews seriously and have been trying to resolve this matter with you directly. As previously noted, we reached out to you on 14th July, 2024, then the 24th July and again on the 19th February 2025 to request further information about your experience with First Line Protect. Unfortunately, we have not received any acknowledgment or response to these attempts, which has prevented us from verifying your claims or addressing your concerns.
Regarding your mention of our email, we stand by our records, which indicate that a Personal Alarm was activated and embedded during the relevant period. We provided this information in good faith to clarify the situation, not to intimidate or obfuscate. Our goal has always been to understand your experience and find a resolution, not to coerce you into removing your review.
We respect your right to share your opinion, but we must caution that further statements amounting to defamation—unsupported by evidence and damaging to our reputation—may leave us no choice but to pursue legal action to protect our business. We would prefer to avoid this and invite you once again to engage with us directly at info@firstlineprotect.co.uk to discuss this matter constructively.
Kind regards.
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Simply the Best
This is my fourth.attempt complete a survey for First-line Protect
First and foremost the during past few weeks I have been in contact with Justin.of First line a true gentleman a true professional kind and customer caring
I and my partner have just purchased a 24 hour cover for our safety in our old age of 87
Nothing was too much trouble in meeting and achieving our home and medical needs I wish this company and its staff well signed Earle Ryan
July 5, 2024
Unprompted review
Reply from elderlyalarmservices.co.uk
Thank you so much for your kind words and for taking the time to share your experience. We’re delighted to hear that we provided such excellent service and that you feel confident and supported with our 24-hour cover. Ensuring the safety and well-being of our customers is always our top priority.
If you ever need any assistance, please don’t hesitate to reach out—we’re always happy to help. Wishing you and your partner all the best
Whenever I press the SOS button in…
Whenever I press the SOS button in error (which is frequent) the response is always within seconds and polite.
On the one occasion I had a fall (involving blood) my neighbour was here within a few minutes and the ambulance within 30 minutes
One minor niggle - I would like to pay annually rsther than monthly but never got a response so gave up trying
January 1, 2024
Unprompted review
Reply from elderlyalarmservices.co.uk
Dear E Wildey,
Thank you for your feedback! We're delighted to hear that our response times have been quick and that our service was there for you when you needed it most. Your safety and peace of mind are our top priorities.
We sincerely apologise for the lack of response regarding your request to pay annually. We do offer annual payment options, and we'd be happy to assist you with this. Please reach out to us at sales@firstlineprotect.co.uk or call our customer support team, and we’ll get this sorted for you right away.
Thank you again for your support, and we truly appreciate having you as a valued customer.
Very hard sell to my 88yr old Mother.
Very hard sell to my 88yr old Mother.
They rang out of the blue and rang 3-4 times a day till they finally got my Mother to give over her Bank Details to set up a Direct Debit.
My mother already had an account with another service but she was lead to believe that she was getting an UpDate..
In fact they are a completely different company.
She would have ended up with two devices round her neck.
First Line Protect caused my Mother huge stress and confusion, they never explained who they were.
Myself and my brothers had to get involved to cancel everything.
My poor Mum.
May 9, 2024
Unprompted review
Reply from elderlyalarmservices.co.uk
Dear Elizabeth,
Thank you for your feedback.
Please email us with the specific details, so we can investigate further. This information is new to us.
Additionally, since we have active affiliates using our products, it is possible you were contacted by a reseller regarding a new device as part of the Digital Switchover.
We apologise for any distress this may have caused; it was never our intention. Kindly email us directly at info@flpmonitoring.com, and we will promptly investigate and liaise with you directly.
Best regards,
FLP.
Alarm doesnt work
Alarm does not work!!
My mother fell over and the alarm didnt work. She lay on the floor for four hours until very fortunately an amazing neighbour saw her light on and checked. Ambulance people tried the alarm as well. Not working.
Tried ringing to get sorted out but I got the usual "at present we are experiencing a high number of calls"
Highly dangerous to rely on this product without checking it regularly.
May 4, 2024
Unprompted review
Reply from elderlyalarmservices.co.uk
Hi William,
Thank you for your feedback. We would like to address some points to clarify the situation:
Your mother has been a customer for four years without a single issue. Every SOS trigger has been addressed promptly, and our service has consistently met high standards.
The device requires regular charging, as stated in the Terms. Your mother and other contacts understood and agreed to this upon signing up, and have done so for the past four years.
The device uses a mobile network, which you are all aware of.
There is an app and platform available for you and extended family members. However, you did not download or utilize the extended notification features, which would have alerted you to a low battery.
Unfortunately, this situation falls on you due to negligence. We have provided our service for four years without receiving any positive reviews or feedback from you. When an issue arises that is not our fault, a negative review is posted.
This experience highlights why we focus on B2B Telehealthcare and local councils rather than the consumer market. Our services are designed to support and promote through professional channels.
Upon further investigation, it was noted that you spoke with one of our colleagues and reported being "absolutely fine, with no issues." Despite this, you felt compelled to leave a negative review.
We appreciate your attention to these points.
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Jasmine was extremely helpful and…
Jasmine was extremely helpful and understanding. They did everything they could to help my mum with her set up. Great service.
October 24, 2023
Unprompted review
I have quite a few accidental alarms…
I have quite a few accidental alarms which are answered promptly and efficiently by the call centre. The operators are sympathetic and understand this can happen.
November 1, 2023
Unprompted review
When I pressed it by mistake the…
When I pressed it by mistake the response was immediate
November 2, 2023
Unprompted review
A good quality product not too…
A good quality product not too expensive good customer service very quick response when my husband set the alarm off
September 21, 2023
Unprompted review
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Very helpful and alarm works well
Very helpful - and patient with my mistakes. Obtaining the personal alarm and setting it up was very straightforward, guided by Jasmine at First Line Protect. Initially I made a couple of mistakes and pressed the alarm accidentally e.g. when leaning against it - not only was each accidental alarm activation responded to promptly, but my daughter in Cairo received an alert! Impressive.
November 15, 2023
Unprompted review
Great insight
My parents are getting to the age now where I’m becoming increasingly concerned about their safety and well-being. This book has given me an insight into how to go about keeping them safe and secure without compromising their independence. A super interesting read, Thankyou first line protect!
September 12, 2023
Unprompted review
Reply from elderlyalarmservices.co.uk
Thank you very much for your heartfelt review. We truly appreciate your kind words and are delighted to hear that our book has provided you with valuable insights on ensuring the safety and well-being of your parents while preserving their independence.
Your concern for your parents' welfare is commendable, and we are here to support you every step of the way. If you ever have more questions or need further guidance, please don't hesitate to reach out to us.
Once again, thank you for choosing First Line Protect. We wish you and your family all the best.
Warm regards, FLP
Brilliant company
Great customer services, all of my questions got answered and had no problems with my alarm and service and was exactly what it said it was. It Was very easy and simple to set up and help from customer services was there if I needed.
Very professional company and fast responding if I needed any help or had any questions. Would definitely recommend.
September 12, 2023
Unprompted review
Reply from elderlyalarmservices.co.uk
Thank you so much for taking the time to share your experience with our services. We're thrilled to hear that you found our customer service team to be helpful and responsive, and that setting up your alarm was easy and straightforward.
At First Line Protect, we take pride in delivering what we promise, and we're delighted that you had a positive experience with our company. Your recommendation means a lot to us, and we truly appreciate your trust in our services.
If you ever have more questions or need assistance in the future, please know that we're here to help. Your safety and satisfaction are our top priorities.
Warm regards, FLP
Thank you
I came on board with first line protect buying a personal alarm pendant for my mum, as she is getting older, she feels safe having it with her at all times, and also keeps the family's mind at ease, it's great to know if anything was to go wrong we will be alerted, thank you for this service and the great customer service received.
September 12, 2023
Unprompted review
Reply from elderlyalarmservices.co.uk
We truly appreciate your kind words and the trust you've placed in First Line Protect to provide a personal alarm pendant for your mum. Knowing that she feels safe and that your family's peace of mind has been enhanced means a lot to us.
Our commitment to providing reliable safety solutions and excellent customer service is at the core of what we do, and we're delighted to have met your expectations. If you or your mum ever have any questions or need further assistance, please don't hesitate to reach out to us. We're here to help.
Thank you once again for choosing First Line Protect. Your satisfaction and your mum's safety are our top priorities.
Warm regards, FLP
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Great service
Wow!! What fantastic customer service. Thank you so much for the care given.
July 20, 2023
Unprompted review
Reply from elderlyalarmservices.co.uk
Thank you for your enthusiastic feedback! We're thrilled to hear that you had such a positive experience with our customer service team. Providing exceptional care and support to our customers is our top priority.
If you ever have more questions or need assistance in the future, please don't hesitate to get in touch. We're here whenever you need us.
Once again, thank you for choosing us. Your satisfaction is our ultimate reward.
Best regards, FLP
Had such a great experience with this…
Had such a great experience with this company.
Not only was the product perfect for us but to find the right one and understand the product that was the right fit for us wouldn’t of happened if it wasn’t for the gentleman that we spoke with, he was amazingly helpful and made the experience for us. So thankful for his help
July 28, 2023
Unprompted review
Reply from elderlyalarmservices.co.uk
Thank you for your enthusiastic feedback! We're thrilled to hear that you had such a positive experience with our customer service team. Providing exceptional care and support to our customers is our top priority.
If you ever have more questions or need assistance in the future, please don't hesitate to get in touch. We're here whenever you need us.
Once again, thank you for choosing us. Your satisfaction is our ultimate reward.
Best regards,
Reply from elderlyalarmservices.co.uk
We greatly appreciate your positive feedback and are delighted to hear that our service brings peace of mind to your parents. The safety and well-being of our customers are of utmost importance to us, and we're pleased that we could provide a solution that meets your needs.
If you have any questions or need further assistance in the future, please feel free to reach out. We're here to help.
Thank you for choosing us to support your family's safety.
Best regards, FLP
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