Speaking to a money adviser on the Macmillan Support Line

Published: 23 January 2026

The Macmillan Support Line helps people with cancer by giving free advice and support, including help with money worries. If you’re feeling worried or unsure where to start, we can help.

We chatted with Karin Macdonald, Team Lead for the money advice team, who explained how her team helps people find out about the benefits and support they might be entitled to.

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Sanjeet Shergill Digital Content Editor at Macmillan

Did you know: In 2024 the experts on the Macmillan Support Line supported on average more than 260 people affected by cancer every day.

The Macmillan Support Line is a free confidential service available to anyone affected by cancer. This includes people diagnosed with cancer, carers, friends and family members.

Support is delivered by specialist teams:

Ways to contact the Macmillan Support Line

Call free on 0808 808 00 00 available 7 days a week, 8am to 8pm.
Chat online look for the 'chat to us' button on our website.
Email us use our online form and we will respond within 2 working days.
Request a call back. Leave your number and we will ring you back during opening hours.

Our specialist money advisers (available Monday to Friday, 8am to 6pm) can help you to find out what benefits and financial support you might be entitled to.

We spoke with Karin Macdonald from the money advice team to explain more about the support money advisers offer, why people call and how to prepare for a call.

Why do people usually call to speak to a money adviser?

Many people call to speak with a money adviser because they can help people understand and access the financial and practical support they are entitled to.

The welfare system can be complicated, and many people need guidance to navigate this.

What support do money advisers offer?

We can help you understand what benefits you may be entitled to. Our money advisers help people understand how much they could receive and whether their circumstances mean they qualify.

We also support with applications and completing forms. Benefits application forms are often detailed and confusing, our team can help;

supporting you to complete the form
explaining what evidence you need
making sure the forms are filled in correctly to avoid delays or refusals.

A money adviser can also help you request a mandatory reconsideration. If you disagree with a decision about your benefits, you can ask for your case to be looked at again. This is called a mandatory reconsideration. We have more information about benefits and your rights.

Our team has the knowledge and experience to support you, whatever your questions or concerns may be.

There’s a range of reasons why people get in contact if they have had a change of circumstances in their life. The most common concern our customers have is being diagnosed with cancer and having to take time off work.

How can people prepare for their call with a money adviser?

If you are about to make a call to one of our money advisers, the most important thing you can do beforehand is to make sure you have all the relevant paperwork together. We have more information about how to prepare for a call with a money adviser.

Making sure you have all the paperwork together before you make the call will likely reduce the time you spend on the phone, or having to make more than one call.

When discussing additional support, it's useful to have:

a list of your income and outgoings
any recent letters or documents about your benefits
details of any changes in your circumstances.

This will help the adviser understand your situation and identify any additional support you may be entitled to.

You may also find it helpful to write down any questions or topics you want to discuss. This can make sure you get the most out of your conversation.

What can people expect when they call to speak to a money adviser?

When someone calls to speak to a money adviser, they can expect a calm, supportive and structured conversation. It will focus on understanding the persons situation and helping them access the correct benefits.

What do you want people to know about the Macmillan Support Line?

The Macmillan Support Line is a confidential space for anyone affected by cancer. You don’t need a referral – you can just contact us. It’s not just about medical support it covers a wide range of needs, and you can get in contact more than once as your circumstances change throughout the cancer journey.

If you are thinking of contacting the Macmillan Support Line but aren’t quite sure what to expect, our guide explains what happens so you can feel more comfortable getting in touch.

About our information

This information has been written, revised and edited by Macmillan's Digital Content Editor team. Learn more about our Digital Content Editors and how we produce our cancer information.

Accurate information helps you make informed choices. Look for trustworthy, reliable sources such as Macmillan Cancer Support, the NHS and your own healthcare team.

We have more information on how to find reliable health information online and understanding cancer myths and misinformation.

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