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 wanted to say thank you very much for all your kind help.  It was a pleasure to meet you, and we both really appreciated the friendly way in which you made what could be a very stressful process really easy'.

Mr & Mrs Busbridge

'Just want to say that the service received by Paul Taylor at Criterion is absolutely second to none. He helped us through a particularly tough time and we are appreciative of his help'.

Mrs S Marshall

'I would like to say that you have been so kind and helpful to us and it really has meant a great dealt to be able to trust somebody and to be able to lean on you and take your advice.  Many thanks again Stuart'.

Mr G Bruce

'My family and I really appreciate your efforts and wholeheartedly thank you'.

Mr & Mrs Amasanti

'Having never made a claim before for a loss, I wasn't always clear of the process, I was therefore very reassured by the professionalism and guidance provided by Bob Eccles. Thank you'.

Mr & Mrs Richardson

'Many thanks to you, Adam and to your assistant, Lily for your kind assistance throughout, it is very much appreciated'.

Mr S Johnson

'I have been amazed by the speed, efficiency and courtesy with which my claim has been addressed.  Justin Boydell must be commended for his supervision. His calm response to any 'niggles' along the way have made the whole episode almost stress free.  I would like to thank you personally for the courtesy and skill with which you have overseen the whole process.  A job well done'.

Mrs P Mathews

'Thank you for your timely and professional manner in getting the claim resolved'.

Mr D Lawson