“Unfortunately, we cannot help you.”

Hearing these words can be discouraging, especially when you have already spent time finding the right organisation, preparing documents, and explaining your situation.

For Ukrainian refugees living in Estonia, Lithuania, or Latvia, receiving a refusal can be particularly difficult. Unfamiliar administrative systems, language barriers, and uncertainty about local procedures may make it hard to understand what went wrong or what to do next.

However, being refused a service does not always mean that you are ineligible for support or that no other options are available.

Sometimes the problem can be resolved by providing additional information. In other situations, another service or support programme may be more appropriate.

Here are five practical steps to consider after receiving a refusal.

1. Understand Why Your Request Was Denied

The first step is to find out the exact reason for the refusal.

A request may be denied because of missing documents, eligibility requirements, incomplete information, or limitations within a particular service or programme.

Rather than assuming that the decision is final, ask the organisation or institution to explain why your request was unsuccessful.

If possible, request the explanation in writing. This can help you understand the situation more clearly and keep a record of the response.

Knowing the reason for a refusal is an important starting point for identifying possible next steps.

2. Review the Requirements and Your Documents

Sometimes a refusal is connected to a misunderstanding or missing information rather than a person’s actual eligibility.

Check whether you submitted all the required documents and whether the information you provided was complete and accurate.

It may also be useful to clarify whether you can submit additional documents, correct an application, or apply again.

Requirements can differ depending on the country, institution, and type of service.

If you are unsure how to interpret them, consider asking for assistance rather than relying entirely on automatic translation or unofficial information.

3. Find Out Whether the Decision Can Be Reviewed

If a government institution has refused your request, there may be a procedure for requesting a review or challenging the decision.

However, not every refusal can be appealed in the same way, and the available procedures depend on the specific circumstances.

It is important to check whether a review or appeal is possible, which authority is responsible, and whether there is a deadline.

Some decisions may require action within a limited period. Missing a deadline can affect the options available to you.

If the refusal may have legal consequences, concerns your residence status, or affects access to essential benefits, seek clarification from the responsible authority or a qualified professional as soon as possible.

If you believe the refusal may involve discrimination, it may also be appropriate to seek specialised advice about available complaint mechanisms.

4. Explore Alternative Services and Support Options

A refusal from one organisation does not necessarily mean that all available support options have been exhausted.

Different institutions and programmes may have different eligibility criteria, areas of responsibility, or available resources.

For example, an organisation may not be able to provide the specific assistance you requested but may be able to refer you to another service.

It can be helpful to ask whether alternative programmes exist, whether another institution is responsible for your situation, or whether additional support is available through local organisations.

Finding another pathway may be more effective than repeatedly submitting the same request to an organisation that cannot provide the service.

5. Ask for Help Navigating the System

One of the most challenging aspects of receiving a refusal is not always the decision itself. It is understanding what options remain available.

When you are living in a new country, knowing which institution to contact, how to interpret administrative requirements, or where to seek further advice can be difficult.

You do not have to figure everything out on your own.

Within RefAid BaltHUB, Ukrainian refugees can receive information, counselling, and assistance in navigating healthcare, social, and other support services.

Depending on individual circumstances and available resources, counsellors may help clarify possible next steps, identify relevant organisations, or provide referrals to appropriate services.

The aim is not to promise that every refusal can be reversed, but to help people better understand their situation and explore available options.

Why Understanding Your Options Matters

Receiving a refusal can create uncertainty, frustration, or a feeling of being excluded from the support system.

For people who have already experienced displacement and are rebuilding their lives in an unfamiliar environment, these experiences can be particularly difficult.

Accessible information and respectful communication are therefore essential.

People should have opportunities to understand the requirements of services, ask questions, and seek clarification without fear of judgement or discrimination.

Through cooperation between EHPV in Estonia, Association Demetra in Lithuania, and AGIHAS in Latvia, RefAid BaltHUB works to make information, counselling, and service navigation more accessible to Ukrainian refugees.

A Refusal Does Not Always Mean the End of the Road

Not every refusal is an administrative mistake or a violation of rights. Some services have specific eligibility requirements or limited resources.

However, understanding why a request was denied can help you identify whether additional information, a review procedure, or an alternative service may be appropriate.

Ask for an explanation. Check the requirements. Explore your options. Seek support when needed.

And remember: you do not need to understand every rule of a new country’s administrative system before asking for assistance.

If you are living in Estonia, Lithuania, or Latvia and are unsure what to do after being refused a service, RefAid BaltHUB can help you explore possible next steps.

You do not have to navigate an unfamiliar system alone.