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A West Sussex mum, who is volunteering to help Ukrainian families, said the UK's refugee system is a 'shambles' after her parents were separated in Poland.

Nataliya Jeffries, from Sompting, flew out to Poland to meet her parents Zena and Fedir, aged 80 and 76, after they escaped from their home in Horishni Plavni in Ukraine's Poltava region.

Mum-of-four Nataliya, who had to battle to fulfil the requirements for her parents to travel to England, said she was 'optimistic' after finding out that a 'simplified' online system had been put in place.

She said: "We had an email to say everything was done and we didn't have to worry.

Nataliya said that, as her mother's visa and letter of admission were 'still under review', she was unable to join her family on the flight to England.

"They said our applications were transferred and we didn't have to go through the visa application.

"When I checked, all the attachments were not there.

"I had to attach everything again. In a foreign country, running out of data. Doing everything on the phone is quite stressful."

Nataliya said that, as her mother's visa and letter of admission were 'still under review', she was unable to join her family on the flight to England.

Nataliya was among a group of Ukrainian nationals taking part in a protest in Shoreham in March. Photo: Gary Prince

Instead, due to her ailing health, had to be sent on a military plane to Lisbon in Portugal.

Nataliya said the helplines were unable to help or provide any guidance.

"They must know people are coming and who with," Nataliya said. "But they don't care.

"My mother had cancer before, very high blood pressure and has diabetes. She could not stay there longer.

Nataliya Jeffries, from Sompting, flew out to Poland to meet her parents Zena and Fedir

"I was so optimistic but we couldn't do anything.

"There's something not right with the system. How can you expect people who don't know English to do all of this?

"They could have come here. They are my family. Everything is a shambles. They didn't think about the procedures."

Nataliya said having to 'send my mother away' was a 'very painful experience', adding: "She was so traumatised.

With the help of a Sussex-based business, Nataliya has been raising money for batteries to power radios, that are being sent to soldiers.

"She couldn't understand where she was. She behaved like she was in Ukraine."

Nataliya called on the UK Government to better support Ukrainian refugees trying to enter the country.

"I don't think the UK is doing enough and in the right ways," she said.

"Like they do in Europe, they should bring them over and put them in refugee centres. They are fed. Children given money and adults helped to get jobs.

"There's no thought about how it's going to be done. All my neighbours here are looking to house somebody but it's not working.

Ukraine war: Grandmother, 76, separated from husband and sent on her own to Portugal - 'Everything is a shambles'