Procedure for Ukrainian refugees raising complaints aboard MS Victoria: FOI release

Information request and response under the Freedom of Information (Scotland) Act 2002

Information requested

Question 1. Details of any and all concerns and complaints raised by or on behalf of Ukrainian families who are or have been housed on the cruise ship MS Victoria, which is docked in Edinburgh at present.

Question 2. Details of what channels there would be open to families living on the ship to raise concerns and what departments or other bodies would be required to consider and, if required, act upon these complaints.


Answer to Question 1:
In response to question 1, while our aim is to provide information whenever possible, an exemption under section 17(1) of FOISA applied. Scottish Government does not have the information you have requested.

This is because collation and management of complaints is led by The City of Edinburgh Council and hotel management. However, you may wish to contact The City of Edinburgh Council at who may be able to help you.

Answer to Question 2:
Working with partners, the Scottish Government arranges the provision of accommodation, safeguarding and access to services, this includes for those on board the MS Victoria.

An initial triage of all guests’ needs, including any potential safeguarding concerns, takes place at the Welcome Hub before boarding the ship.

The City of Edinburgh Council resettlement teams have an ongoing and visible presence on-board the ship, alongside teams from the third sector, who guests can raise any concerns with.

Nominated public protection officers on board provide support and are the first point of contact for any concerns arising when local authority professionals are not available. They are trained in how to respond effectively and escalate matters to the local authority where necessary.

Ukrainian or Ukrainian speaking reception staff are also available 24/7 on board.

Regular drop in clinics and appointment bookings are available daily for all on-board guests held by various partners including by NHS Services and Department for Work and Pensions.

Staff on board are also trained in linking with local law enforcement and are aware of reporting procedures if required.

Depending on the nature of the concern, various partner may be required to act upon these concerns. To date this has included partners including NHS Public Health and Police Scotland.

Further details guidance and resources on welfare and safeguarding can also be found in the Welcome Pack For New Scots which is also available in Ukrainian and Russian.

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at


Please quote the FOI reference
Central Enquiry Unit
Phone: 0300 244 4000

The Scottish Government
St Andrews House
Regent Road

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