Helpline FAQs
Please see below for frequently asked questions about the Helpline.
When can I use the Helpline?
Our specialist staff and trained volunteers are available 9am-9pm, Monday to Friday, except bank holidays.
How do I get in touch?
You can telephone the Helpline on 0808 800 8000 between 9am-9pm Monday-Friday, except bank holidays. Alternatively, you can email helpline@mssociety.org.uk. We aim to answer all emails within 5 working days.
Who can use the Helpline? The Helpline is there for anyone affected by MS, including those for whom English is not their first language. Through an interpretation service, you can speak to a helpline worker in over 150 languages.
Is the Helpline confidential? All enquiries to the Helpline are free and confidential and no records identifying callers are kept. Enquiries remain confidential but may occasionally be monitored for training purposes and to ensure quality of service.
Is the telephone line free? The Helpline number is free to call from landlines and from the following mobile networks: Orange, Vodafone, T-mobile and Three.
What if I can’t get through to the telephone line? The Helpline can get very busy, and it may be worth waiting and trying us again later in the day. If you still have trouble speaking to a helper, you can leave a message and we will get back to you as soon as possible (and within 48 hours for a newly diagnosed caller). Please note, we cannot respond to callers who have an anonymous call barring system.
Can I speak to someone face to face? You can make an appointment to speak to a Helpline officer face to face at the National Centre in north-west London. Please call 0808 800 800 for an appointment.
How do I become a Helpline volunteer? Our recent volunteer recruitment invitation was very successful and applications are now fully subscribed. Please keep an eye out on the website and in copies of MS Matters for future recruitment of volunteers.
