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 send a heartfelt email of appreciation for all the assistance you have given over the last few months while we moved out, the workmen moved in and we then returned. Ours was never going to be a straightforward case with my husband having Alzheimer’s but I felt you went the extra mile to facilitate as easy a transition as possible.'

Mrs WB

'Service and efficiency were extremely good.'

Mr R

'It was a great comfort not have to engage contractors ourselves and we are most grateful to you and our Insurers for making all the arrangements and oversight of the reinstatement works.'

Mr & Mrs N

'I appreciate you have been amazing helping us pushing this through Alex.'

Mrs H

'Thanks again for your professional help so far.'


'I am very grateful for your help with the end of works. Many thanks for all your help and for appointing such good teams to fix all the works.'

Mr & Mrs G

'I've really appreciated dealing with you on this, it was a pretty stressful couple of days when this happened and I felt immediately reassured as soon as I spoke to you.'

Mr A

'I am writing to let you all know how delighted I am. Thank you all for your understanding and perseverance in helping me to get this right.'

Dr W

'I spoke to our client and he was very happy with the way it was moving forward and really appreciates all your support.'

Mr V (via broker)

'I don't usually write reviews (who has the time?) - however in the rare instance that I experience EXCEPTIONAL service, I feel it's only right and proper to shout it about it!'

Mrs A

'Thank you once again for handling my claim with patience and in such a professional manner.'

Mrs M

'Stuart was amazing, this claim coincided with a death in my family for which I became the executor, this was compounded by a serious health issue, Stuart showed empathy and understanding beyond what could or should be expected. In respect of the claim he made it simple, straightforward and combined with pragmatism and fairness was exceptional.'

Mr W