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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Very good except for the ‘20 minute…
Very good except for the ‘20 minute wait’ for someone to answer my call.
August 7, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to share your feedback. We’re pleased to hear that you’ve had a very good experience overall.
We’re sorry to hear that you experienced a longer wait than expected when contacting us. We understand how important it is to be able to speak to someone promptly, and we appreciate your patience. We’re continually working to improve our response times while maintaining the high level of support our customers expect.
Thank you for choosing Careline365 and for helping us improve our service.
Nick
Wonderful service
These people are an absolute godsend. Can't fault the response times and the personal care attitude. They're a must for worrying family. Puts our minds at ease for our mum who's 90 years old.
August 7, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you so much for your wonderful review. We’re truly touched by your kind words.
It’s fantastic to hear that our response times and caring approach have given you and your family such peace of mind. Knowing that your mum has access to support whenever she needs it, and that you can feel reassured even when you’re not with her, is exactly why we do what we do.
Thank you for trusting Careline365 to support your mum. We’re honoured to be there for your family and sincerely appreciate your recommendation and feedback.
Nick
I called to give details regarding my…
I called to give details regarding my key safe. Ami was very patient and helpful as it was quite difficult to explain.
August 7, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your lovely review. We’re delighted to hear that Ami was patient and helpful while assisting you with updating your key safe details.
We understand that providing this information can sometimes be a little tricky, so it’s great to know Ami made the process as easy and reassuring as possible.
Thank you for choosing Careline365 and for taking the time to share your experience. We’ll be sure to pass your kind words on to Ami.
Nick
Both members of Careline we spoke to…
Both members of Careline we spoke to were extremely helpful and supportive.
August 5, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your kind review. We’re delighted to hear that both members of our team were extremely helpful and supportive during your interactions with us.
Providing compassionate, reliable support is at the heart of what we do, so it’s wonderful to know that your experience reflected this.
Thank you for choosing Careline365 and for taking the time to share your feedback. We truly appreciate your kind words.
Nick
Carrie was fantastic and was really…
Carrie was fantastic and was really clear to help me sort out a pendant/watch system for my mum and at very short notice too. Customer service all very straightforward and I can heartily recommend her and this service
August 6, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your wonderful review. We’re delighted to hear that Carrie was able to help you arrange the right pendant/watch system for your mum, especially at such short notice.
It’s great to know that you found the process straightforward and that Carrie’s clear guidance made everything easy. We’ll be sure to pass on your kind words to her – she’ll be thrilled to know she made such a positive difference.
Thank you for your heartfelt recommendation and for choosing Careline365. We’re proud to support you and your mum, and we truly appreciate you taking the time to share your experience.
Nick
Ross listened to my problems with…
Ross listened to my problems with patience. We came to an understanding to the remedy to fix them. Many thanks!
August 7, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your kind review. We’re delighted to hear that Ross took the time to listen patiently to your concerns and helped find a solution that worked for you.
Providing thoughtful, understanding support is something we’re very proud of, and we’ll be sure to share your lovely feedback with Ross.
Thank you for choosing Careline365 and for taking the time to share your experience. We truly appreciate your kind words.
Nick
Really listened
I telephoned to notify the company about something. Sue was most helpful , she really listened and resolved my problem. Excellent service.
August 6, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your wonderful review. We’re delighted to hear that Sue was so helpful and took the time to really listen to your concerns before resolving your issue.
Providing attentive, compassionate service is at the heart of what we do, so it’s fantastic to know you received the excellent support you deserved. We’ll be sure to pass your kind words on to Sue.
Thank you for choosing Careline365 and for taking the time to share your experience. We truly appreciate your feedback.
Nick
Your equipment is very unreliable and frankly rubbish
Only had thus device about two weeks and it has had problems twice. You are now sending me a new one and its too difficult to find return label and type in information on a small screen with macular and arthritis. I am 83 do not drive and have to take two buses to get to the post office. Its very confusing and exhausting and i regret promoting you to friends two who have purchased your phones. I am not impressed at all and can recommend you no further.
August 7, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand how disappointing and frustrating this has been.
We appreciate that dealing with equipment issues so soon after receiving your device, combined with the difficulty of arranging the return, has caused unnecessary stress. We also recognise that asking you to manage this while living with macular degeneration and arthritis has made the process even more challenging, and we’re sorry that your experience has fallen short of the standard of service we aim to provide.
We’re pleased that a replacement device is on its way, but we understand that this does not take away from the inconvenience you’ve experienced.
Thank you again for your honest feedback. It helps us identify where we need to improve.
Nick
I rang yesterday morning and spoke to…
I rang yesterday morning and spoke to an adviser who was very helpful and promised to send out a replacement and this was delivered this evening
August 5, 2026
Reply from Careline365
Good Morning,
Thank you so much for taking the time to share your experience! We're delighted to hear that our adviser was able to help and that your replacement arrived so quickly. Providing friendly service and a fast resolution is exactly what we aim for, so it's wonderful to know we delivered. We really appreciate your feedback and hope to be of assistance again whenever you need us!
Nick
First contact very poor
First contact very poor, operator was rude and dismissive,second contact named Miles was super.
However there was not enough signal in my home to support the GPS watch . Customer service to sort out was very very mixed.
I was offered another unit without GPS which would not suit my lifestyle or my home which is a long stone cottage
The refund process was difficult. I am still waiting for an email of the return label which was promised last night.
I have another item from a different supplier, I think your four broadband systems for communication with the base unit are restrictive. They assure me my EE broadband will work, you do. It use this broadband!
August 4, 2026
Reply from Careline365
Good Morning,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience fell short of the standard we aim to provide, particularly during your first contact with us. That's certainly not the level of service we want our customers to receive.
We're pleased to hear that Miles was able to provide a much more positive experience, and we'll be sure to pass your kind words on to him.
We're also sorry that the GPS watch wasn't suitable due to the signal at your home, and that the refund process has been frustrating. If you haven't yet received your return label, please get back in touch with our Customer Support team and we'll make sure this is followed up as quickly as possible.
Your comments about our communication options and compatibility are appreciated and will be shared with the relevant teams as we continue to improve our products and service. Thank you again for your honest feedback, and we wish you all the best with your new device.
Nick
Reply from Careline365
Good Morning,
Thank you for your review! We're so pleased to hear you found our team very helpful. Your feedback means a lot to us, and we're delighted we could assist. If you ever need anything in the future, we're always here to help!
Nick
HAD AN INTIAL PROBLEM BEING PUT THROUGH…
HAD AN INTIAL PROBLEM BEING PUT THROUGH TO 3 DIFFERENT PEOPLE HOWEVER ONCE I SPOKE TO MYRA SHE WAS SO HELPFUL AND VERY PATIENT WITH ME AS I HAVE HEARING IMPAIRMENT.SHE WAS ABLE TO RESOLVE MY PROBLEM AND TOOK PAYMENT FOR THE CONTINUATION OF YOUR FANTASTIC SERVICE THANK YOU MYRA YOU WERE GREAT.
August 6, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to leave us a review. We're sorry to hear that you were initially passed between several team members, but we're so pleased that Myra was able to turn your experience around.
It's wonderful to hear that she was patient, understanding, and able to support you with your hearing impairment while resolving everything for you. We'll be sure to share your kind words with Myra—she'll be delighted to know she made such a positive difference.
Thank you for your continued support and for choosing our service. We truly appreciate your feedback!
Nick
Reply from Careline365
Good Morning,
Thank you so much for your lovely review! We're delighted to hear you're very satisfied with everything. Your feedback means a great deal to us, and we're grateful for your support. If you ever need any assistance, we're always here to help. Thank you for choosing us!
Nick
Awful customer service
Awful customer service, after recieving the necklace alarm and uploading my dad's emergency contacts/medical details this wasnt connected to my dad file. So when needed the operator didnt know my dad's name, location, medical records or to access the property. Made a formal complaint had to wait for 28days for a higher management to raise the complaint. Have returned the good and cancel plan, still waiting a refund even after 14days. Worse complaint please dont leave your loved ones in the hands of careline 365, such appalling customers service too, never felt so let down especially when they promise the world in safety.
February 5, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for taking the time to share your experience. We are truly sorry to hear about the issues you encountered, particularly regarding the setup of your dad’s emergency information and the distress this caused when support was needed. We understand how important it is for this information to be accurate and available when it matters most.
We’re also sorry that your complaint and refund process have taken longer than expected. This is not the experience we want for our customers, and we appreciate how frustrating and disappointing this must have been.
Thank you again for sharing your feedback. We take comments like this seriously and will use them to help improve our service and the support we provide.
Nick
Awesome
Good communication, fast response time, overall great customer service. Kristi was great
August 6, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your fantastic review! We're delighted to hear that you were happy with our communication, quick response times, and overall customer service.
We'll be sure to pass your kind words on to Kristi—she'll be thrilled to know she made such a positive impression. Thank you for your support, and we look forward to helping you again whenever you need us!
Nick
Sandy was sympathetic
Sandy was sympathetic, efficient and very helpful. My query was resolved in a matter of minutes, quite a lot quicker than I had been on hold.
August 6, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your wonderful review! We're so pleased to hear that Sandy was sympathetic, efficient, and able to resolve your query so quickly.
We appreciate your feedback about the wait time before you got through, and we're glad Sandy was able to make the experience a positive one once connected. We'll be sure to pass your kind words on to her. Thank you for taking the time to share your experience!
Nick
Your member of staff was very helpful
Very, very helpful, and you have a good member of staff there
August 6, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your wonderful review! We're delighted to hear that our team member was so helpful and made such a positive impression. Your kind words mean a great deal to us, and we'll be sure to share your feedback with the colleague involved. Thank you for taking the time to let us know—we really appreciate your support!
Nick
Easy to swap from old alarm to new one
It was very easy to swap over to the new alarm, alot quicker than i thought it would be thats why i have put it off until the last minute, also didnt have to wait long before someone answered, then the loviest person answered the phone. Very upbeat and helpful. I had to ring back to complete something and asked for the same person as he was so nice. The persons name was Prince, also didnt read through the terms at 100 miles an hour like most people and i could actually hear what he was saying. He is a credit to you, dont get many people now adays that sound like they actually enjoy their job.
August 6, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your review!
We're delighted to hear that switching to your new alarm was much easier and quicker than you expected. We understand that changing equipment can sometimes feel daunting, so it's wonderful to know the process was straightforward and that you received the support you needed.
We're especially pleased to hear how helpful and reassuring Prince was during your calls. Taking the time to explain everything clearly, listen carefully, and make sure customers feel comfortable is exactly the standard we aim for. We'll be sure to share your kind words with Prince — he’ll be thrilled to know he made such a positive impression.
Thank you for taking the time to share your experience. We truly appreciate your feedback and are always here to help whenever you need us.
Nick
Superb service Sorry cannot name names but I can say…
Sorry cannot name names but I can say without hesitation that the two people I spoke to were both friendly and helpful. The advice given enabled me to come to a swift decision. The follow up enquiries were dealt with promptly and efficiently. The equipment arrived swiftly and I am completely satisfied.
August 6, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your review!
We're delighted to hear that the two team members you spoke with were both friendly, helpful, and able to provide the advice you needed to make a swift decision. Making sure our customers feel informed and supported throughout the process is something we really value.
It's also great to know that your follow-up enquiries were handled promptly and efficiently, and that your equipment arrived quickly. We're so pleased you're completely satisfied with your experience.
Thank you for taking the time to share your feedback. We really appreciate your kind words and are always here to help whenever you need us.
Nick
Digital switchover- new alarm
Received a phone call from Prince about my Dad's alarm and the upcoming digital switchover.
Prince was very informative, professional, friendly and courteous.
He arranged the new digital alarm to be sent and explained how it would work.
August 6, 2026
Unprompted review
Reply from Careline365
Good Afternoon,
Thank you for your wonderful 5-star review!
We're delighted to hear that Prince provided such an informative, professional, and friendly experience while helping you prepare for your dad's digital switchover. Taking the time to explain everything clearly and ensure our customers feel confident about the process is something we take great pride in.
We'll be sure to pass your kind words on to Prince—he'll be pleased to know his support made such a positive difference.
Thank you for taking the time to share your experience, and we're always here to help if you or your dad need us in the future.
Nick
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