Preparing for a call with a Macmillan Welfare Rights Adviser

Who can call our Welfare Rights Advisers?

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.

What happens when you call our Welfare Rights Advisers?

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.

What you need to have ready before your call

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.

Health-related benefits

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.

Other ways to get in touch with an adviser

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

Are you deaf or hard of hearing? To make a text relay call, dial 18001 followed by 0808 808 00 00, or download the Relay UK app (Google Play/App Store).

Translation service

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.

FAQs about our Welfare Rights team

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?
  • Will my call with a Welfare Rights Adviser be confidential?
  • What should I do if I can’t get through to a Macmillan Welfare Rights Adviser?

    During busy times, you may be held in a queue while we wait to take your call. You can also request a callback from an adviser, who will get back to you within 1 hour.

  • Can the Macmillan Welfare Rights team help if English is not my first language?
  • Can the Macmillan Welfare Rights team help if I have hearing or speech difficulties?

More help with benefits from Macmillan

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:

Date reviewed

Reviewed: 30 August 2022
Next review: 30 August 2024
Trusted Information Creator - Patient Information Forum
Trusted Information Creator - Patient Information Forum

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