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
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
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Helpful
A very polite , helpful lady who was efficient and reassuring.
12 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 you received such a positive experience. It's wonderful to know that our advisor was polite, helpful, efficient, and able to provide the reassurance you needed.
Providing friendly and supportive service is always our goal, so it's great to hear that we were able to make a positive impression.
Thank you for choosing us and for sharing your experience. We truly appreciate your feedback.
Jess
The warm & caring way I was dealt with
The warm & caring way I was dealt with. Friendly,courteous. Informative & honest,all information was up front
11 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 you felt you were treated with warmth, care, and understanding throughout your experience with us. It's wonderful to know that our team was friendly, courteous, and able to provide clear and honest information from the outset.
We believe in being open, transparent, and supportive with our customers, so it's especially pleasing to hear that you felt fully informed and reassured throughout the process.
Thank you for choosing us and for sharing your experience. We truly appreciate your kind words and your support.
Jess
Impressive renewal contact
Nawab made our enquiry extremely easy to follow and understand by her factual and calm telephone manner.
As a result of this my mother was happy to renew her subscription in the knowledge that she is looked after in her best interests.
12 August 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your wonderful feedback.
We're delighted to hear that Nawal made your enquiry easy to understand through her calm, professional, and informative approach. Providing clear and reassuring support is something we take great pride in, so it's especially rewarding to know that your mother felt confident renewing her subscription and reassured that her best interests were being looked after.
We'll be sure to pass your kind comments. Thank you for choosing us, and we look forward to continuing to support your mother in the future.
Jess
Very informative
Very informative. Quick despatch of alarm watch. Answered all my questions.
11 August 2026
Reply from Careline365
Good Afternoon,
Thank you for your positive feedback. We're delighted to hear that your Alarm Watch was dispatched quickly and that we were able to answer all your questions. We appreciate your support and hope to assist you again in the future.
Jess
Wonderful customer service
Wonderful customer service, friendly, knowledgeable and supportive.
Everything went smoothly from kit receipt to set-up.
Such a relief to have instant help available.
Thank you
1 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 you received friendly, knowledgeable, and supportive customer service throughout your experience with us. It's fantastic to know that everything went smoothly, from receiving your equipment to getting it set up and ready to use.
We're especially pleased to hear that having instant help available brings you peace of mind. Providing reassurance and support when it's needed most is exactly what our service is designed to do.
Thank you for choosing us and for sharing your experience. We truly appreciate your kind words and are delighted we could help.
Jess
Helpful and professional
Helpful and professional. Myles answered all my questions and the order process was easy.
11 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to leave your feedback.
We're delighted to hear that Myles provided such a positive experience. It's wonderful to know that he was helpful, professional, and took the time to answer all of your questions, making the order process simple and straightforward.
We understand how important it is to feel informed and supported when arranging a service like ours, so we're pleased that Myles was able to make the process easy and stress-free for you.
We'll be sure to pass on your kind comments to Myles, who will be delighted to receive your recognition.
Jess
Excellent service from Myles
Excellent service from Myles . Took the time to explain everything I needed to know and nothing was any bother.
Huge thank you for making my order so easy at what has been a difficult time time.
11 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to leave such wonderful feedback.
We're delighted to hear that Myles provided such excellent service during what we understand has been a difficult time for you. It's wonderful to know that he took the time to explain everything clearly, answer your questions, and ensure that nothing was too much trouble.
We understand how important it is to receive patient and supportive guidance when making arrangements like these, so we're pleased that Myles was able to make the process straightforward and stress-free for you.
Jess
Changes implemented your end with little regard of who is receiving them.
Giving you one star because you didn’t tell my parents 97 & 95 about the change in your automated call. They were very confused and distressed at the change. A letter to them or me or an email ahead of you doing this would have been most appropriate. Your target market don’t all understand how this auto reply speak to the base station works.
10 August 2026
Reply from Careline365
Good Morning,
Thank you for taking the time to leave your feedback.
We are very sorry to hear that the changes to the automated call service caused confusion and distress for your parents. We completely understand your concerns, particularly given their ages, and appreciate that any change to a familiar process can be unsettling.
Your feedback regarding advance communication is valuable, and we understand why you feel that a letter or email explaining the changes beforehand would have been beneficial. We recognise the importance of ensuring that all customers and their families feel informed and reassured, especially when changes are made to services they rely on.
We take feedback like this very seriously, and a member of our team will be in touch with you to discuss your concerns further and review the matter in more detail.
Thank you for bringing this to our attention, and please accept our apologies for the upset caused.
Jess
When my father passed half way through…
When my father passed half way through the year, no credit offered for the remainder just a transfer of service.
12 February 2026
Reply from Careline365
Good Morning,
Thank you for taking the time to leave your feedback.
Firstly, please accept our sincere condolences on the loss of your father.
We're sorry to hear that you were disappointed with the options available when the service was no longer required. We appreciate that this would have been a difficult time for you and understand your frustration regarding the remainder of the contract term.
Our team aims to provide support and guidance in line with our terms and conditions, including any options available for transferring services. However, we're sorry that on this occasion the outcome did not meet your expectations.
Jess
Myra (see above)
Myra was very polite and professional and extremely helpful.
11 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to leave your feedback.
We're delighted to hear that Myra provided such a positive experience. It's wonderful to know that she was polite, professional, and extremely helpful in assisting you.
Providing friendly, knowledgeable, and supportive service is always our goal, so it's great to hear that Myra made such a positive impression.
We'll be sure to pass on your kind comments to Myra, who will be delighted to receive your recognition.
Jess
Extremely helpful adviser
Extremely helpful adviser, Fahad talked me through each stage of connecting my replacement debice
11 August 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to leave your feedback.
We're delighted to hear that Fahad was able to help you with connecting your replacement device. It's wonderful to know that he was extremely helpful and took the time to talk you through each stage of the setup process, ensuring everything was clear and easy to follow.
We understand that setting up new equipment can sometimes feel daunting, so we're pleased that Fahad was able to provide the guidance and support needed to get everything up and running smoothly.
Jess
AVOID AT ALL COSTS !!!
I signed up for a year's service with Careline 365. Even on the lowest setting the monitor was so sensitive that it was constantly triggering the alarm. The people that then contacted my mother were so unpleasant that I would often return home to find her in tears. I removed the bracelet. She is now too scared to answer the phone in case it is one of "The nasty men". She won't wear a hearing aid either as she now associates anything similar to her experiences with the Careline365 responders. I didn't renew the contract after the year ended. Careline365 then constantly contacted me about the account. They refused to accept my desire to terminate the account over the phone without divulging personal details which I refused to tell them. They regularly passed me on to a manager who never answered the phone. They finally sent me a ticket to return their hardware which I did and I thought I was rid of them. They have now sent me a bill telling me I have £399 outstanding. This is one of the worst companies I have ever used. AVOID THEM AT ALL COSTS. Not impressed by their response. When someone doesn't renew a service and at every opportunity informs the company they don't want a service; companies like this simply ignore them.
25 August 2025
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience and appreciate the opportunity to respond.
Following your concerns being raised, a complaint was opened and reviewed by our team. Unfortunately, as we were unable to successfully complete the required GDPR and security checks, we were unable to discuss the account details or progress the investigation further. These verification processes are in place to protect our customers' personal information and must be completed before we can take action on an account or disclose account-specific information.
We understand that this may have been frustrating and appreciate that the outcome was disappointing. However, we have a responsibility to comply with data protection legislation and therefore cannot make exceptions to these requirements.
Jess
Reply from Careline365
Good Morning,
Thank you for taking the time to leave your feedback.
We're delighted to hear that Drew was thoughtful and helpful in supporting you. Providing caring, attentive, and effective service is always our goal, so it's wonderful to know that Drew made such a positive impression.
We'll be sure to pass on your kind comments to Drew, who will be pleased to receive your recognition.
Jess
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
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