As we enter the third lockdown, the following is an update around Criterion’s service. Unfortunately I am becoming well practised at this!

Our Support Team will continue to work at home. Our office in Guildford was open during October so that those staff who wanted a change of scene or some personal interaction could work there. Following the change of Government guidelines at the beginning of November the office closed again and will now remain closed until the current lockdown restrictions are lifted. Like everyone else, we very much hope the end may be in sight and we will open our office just as soon as we are able to but probably with more flexible working patterns than we have adopted in the past.

Our Adjusting Team continue to work from their homes as they always have done. During the initial lockdown the adjusters were undertaking virtual visits for the majority of claims using remote video technology. Over the months and depending on area tier restrictions, to reflect the demand from customers there has been a gradual move back towards site visits. During this current lockdown we will continue to offer site visits to customers and we will use our professional judgement as to whether a site visit should be carried out. Site meetings will only take place if the customer is in full agreement and only after full health screening and a complete risk assessment have been undertaken. During the visit strict social distancing and all other Covid protocols are carefully followed to safeguard the health of our staff, policyholders and all others that we may meet during the course of our visit. We will continue at all times to strictly follow the guidance from the UK Government, the NHS and HSE. Our reports will continue to clearly show whether a ‘Virtual Visit’ or a site visit has been undertaken.

The situation continues to evolve and we are continually monitoring the Government guidelines and our own working practices. As ever, if you have any concerns or queries whatsoever or if you would like any more information at all please feel free at any time to contact myself or our Operations Director, Mark Pierce (07825 451453,

James Long
Managing Director
January 6th 2021



Our Services


'I would like to thank you for your recent efforts concerning both the commencement of work date and your support of our claim.'

Mrs Christine Davis

'I am very pleased with the efficient manner you have been handling our claim. Thank you. '

Lord Bruce Weir

'The service was excellent and Terry Dutton was courteous, professional most importantly proactive and fair.'

Bradley & Phillipa Kirkland

'Very happy.'

Mr Alistair Carey

'I am so happy this has now all been resolved and would like to thank you for all your help and support in getting this all settled.'

Abbey Road Framing Ltd

'Jermaine Carrington was very professional and courteous at all stages and easy to deal with.'

Mr Michael Herst

'I would like to take the time to thank Criterion and in particularly their loss adjuster for the exemplary work done on this claim. Whilst the loss in itself was not difficult the logistics and need to appreciate the nature of the damage and manage the client's expectations were met fully.'

Mr Simon Silver

'Thank you for your email and for the efficiency with which you dealt with the insurance process. It is very much appreciated.'

Mr Mevan Alwis

'Thanks again for all your assistance on this claim, much appreciated.'

Nita Ares

'I would express my appreciation to you and insurers on the professional manner in which this claim has been handled. It has genuinely been a great help to my wife and myself, following, what was, a traumatic experience. '

Mr Ray Collier