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Upland Primary School

We are a group of like-minded schools working in partnership to harness the richness of our diverse learning communities for the benefit of all pupils.

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Communication

At Little Explorers, we believe strong communication between home and nursery is the foundation for helping every child thrive. Our main method of written communication is through the Famly app, where families can receive updates, share messages, and stay connected with their child’s learning journey. Staff are also available for informal conversations at drop-off and collection times, and you can contact us by telephone or email at any time.

We view our nursery as a community and value the voices of our parents and carers. We welcome your feedback—whether it’s to share what’s going well or to suggest ways we could improve.

However, we also recognise that sometimes issues may require a more formal process. As part of Cygnus Academies Trust, we follow the Trust’s Complaints Procedure, which includes three stages:

  • Stage 1 – Informal Concerns: Most issues can be resolved quickly and informally by speaking with school leaders. A written response will be provided within 5 school days.

  • Stage 2 – Formal Complaint: If the matter is not resolved, a formal complaint can be submitted in writing to the Cygnus Complaints Administrator (office@cygnus.org.uk). The Trust will acknowledge the complaint within 3 school days and provide a full written response within 30 school days.

  • Stage 3 – Panel Hearing: If you remain dissatisfied, the complaint may be referred to a panel of at least three members (including one independent of the Trust). The panel will review the concern and provide a written decision within 5 school days of the hearing.

If, after Stage 3, you feel that the Trust did not follow its procedure or acted unlawfully/unreasonably, you may contact the Education and Skills Funding Agency (ESFA). Details can be found at: www.education.gov.uk/contactus or by phone on 0370 000 2288.

As an Ofsted-registered nursery, you also have the right to contact Ofsted directly if you have a concern about the quality of care, safety, or safeguarding at Little Explorers.

Ofsted Contact Details:
Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD
Telephone: 0300 123 1231
Website: www.gov.uk/ofsted