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


'Thank you for your assistance with this claim, I appreciate your responsiveness and how well the claim has been handled.'


'Thank you for your careful help in guiding us through the claims process.'

Mrs G

'I would like to thank you for all your help and support over the last months.'

Mr V

'Overall I was very happy.'

Mrs HV

'Oh I am so happy to get your note Stuart and am enormously appreciative of all your hard work to get this approved.'

Mrs C

'Many thanks for your determination to get this project finally finished since you took over our case. It’s really appreciated.'

Mr & Mrs S

'Thanks for your continued and expert assistance on this matter.'

Pharmaceutical Co

'Thank you for your excellent service everyone I spoke with was very pleasant and understanding.'

Church Warden

'Mark has been very assistive at all points of the claim so far, including helping to nudge the other parties forward for the benefit of our client. However, what perhaps has struck me most is the communication, which has really been over and above! Mark has been speaking to the client at least once a week, often far more, exchanging both emails and calls - and then providing myself with regular updates. He has been doing all of this as well as all the additional aspects of managing this claim… and frankly managing the other parties! I have very rarely found a loss adjustor who picks up the phone when it rings, but Mark is consistently available and always happy to provide an update. At any time, Mark is consistently on the pulse, helpful, knowledgeable and just pleasant. Due to hard work and communication, the client has relayed to me how happy they have been with Mark’s service and support. Lastly, it has been very helpful to myself as the broker in helping manage the claim, and how I feel about Criterion and their services.'

Broker of Mr G