Preparing for a call with a Macmillan Welfare Rights Adviser
If you're worried about money or need advice, our Welfare Rights Advisers can help. Find out what happens when you call us and what you need to have ready.
If you are living with cancer or caring for someone with cancer, you might need extra help with money.
You can contact our Welfare Rights Advisers to find about the benefits and support you might be entitled to. Learn more about the different ways our advisers can you help you.
You can call us free on 0808 808 00 00 (8am-8pm Monday to Friday and 8am-5pm Saturday to Sunday).
Read on to find out what happens when you call us and what you need to have ready.
When you call us, here's what will happen:
- You talk, we listen
If you phone us, we'll listen to what you're going through to fully understand your situation.
- We ask you questions about your situation
We will ask you questions about your finances and any related medical conditions to find out what you need.
- We let you know which benefits you can apply for
We can advise you on any benefits you're eligible to claim, based to your situation and needs.
- We tell you how to apply
If you are eligible to receive benefits or support, we will tell you how to apply. You can also call us back if you need help to fill in a form or need any advice to apply.
Booklets and resources
What to consider before your call
Calls typically last around 20 minutes, but please note that you may be held in a queue during busy times. You can also request a call back from an adviser who will get back to you within 1 hour.
We recommend calling when you are not too busy. Find a quiet space with few distractions, if you are able to. You may also wish to bring something to make notes on, but we can follow up by email if you find this helpful.
You may have to talk about how your cancer affects your daily life. If you need help with how you're feeling, we are here for you. Find out more about the emotional support available and who you can talk to about how you are feeling.
The more information you can give the adviser, the more they will be able to help.
Try to have these things with you:
- any forms you need help with
- details of your household income. For example recent payslips for yourself or anyone you live with
- details of any savings or investments. For example recent bank statements
- details of expenses (such as rent, mortgage payments and council tax)
- your National Insurance number.
For health-related benefits, also try to have:
- a record of your diagnosis
- details of your medical condition and treatments, including the names of any medications you are taking
- contact details for your GP, your cancer doctor and any other health or social care professionals you see.
If you already get benefits, you should also have:
- details of any benefit payments. For example, bank or Post Office account statements, or recent award letters
- letters about your existing benefits, including letters about any benefit applications that were not successful.
If you are not able to call us, you can still speak with a Welfare Rights Adviser:
Outside the UK
If you're calling from outside the UK you can contact us on +44 207 091 2230. We are unable to advise on healthcare systems overseas.
Deaf or hard of hearing
You may have questions before calling us. We have answered the most common questions below.
Is it free to call the Macmillan Welfare Rights Team?
Calls to Macmillan's Support Line on 0808 808 00 00 are free on all mobile networks. Calls are also free from all consumer landlines and mobile phones.
If you are calling from a business phone, you should check with your provider whether there will be a charge for calling numbers starting with 0800 or 0808.
Please note, that calls to these numbers are not free when made from outside the UK. If you're calling from outside of the UK you can contact us on +44 207 091 2230. We are unable to advise on healthcare systems overseas.
Will my call with a Welfare Rights Adviser be confidential?
Yes, calls to our Welfare Rights Advisers are confidential, but may be recorded for quality and training purposes.
What should I do if I can’t get through to a Macmillan Welfare Rights Adviser?
Can the Macmillan Welfare Rights team help if English is not my first language?
Yes, we have a translation service on our Support Line. If you prefer to speak to us in another language, interpreters are available. Just say, in English, the language you want to use when you call.
Can the Macmillan Welfare Rights team help if I have hearing or speech difficulties?
Yes, we have support for text relay and British Sign Language when calling our Support Line.
Making a call with a BSL interpreter
If you use British Sign Language, you can ask for a call using a British Sign Language (BSL) interpreter. You can do this by emailing us or chatting with us online. Or you can have a hearing family member or friend call the Support Line to organise this for you. We will not share any personal details without your consent.
Sometimes it can take up to 3 working days to arrange a call. This is because we need to find a BSL interpreter and a time that suits you both for the call. You will need to have a laptop or PC or smartphone, a good internet connection and a webcam. You can ask for a video recording of the call if this will be helpful.
If you have been diagnosed with cancer, you may be able to get benefits or other financial support. Find out more about how Macmillan can help you.
Read more about the following benefits:
How we can help
Chat online anonymously to others who understand what you are going through. Our community is available 24/7 and has dedicated forums where you can get advice and ask our experts.