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


'Thanks Neil for your straight forward and candid approach. It was a pleasure meeting you in spite of the unfortunate circumstances.'

Mr E

'We appreciate your professionalism and advice at a very difficult time for our family.'

Mr D

'Helen handled everything most efficiently and was pleasant to deal with.'

Church Warden

'A big thank you to yourself for helping us with the leak and all the repairs and for using such lovely contractors, they were all superb.'

Mrs G

'Many thanks for your help with this and all of your help and support in the past. I know this is your job day in and day out but we feel lucky to have had you take over our case and want you to know how grateful my family and I are to have crossed your path.'

Mrs H

'Thanks Alistair, genuinely exceptionally impressed with this claim - Client is also exceptionally impressed and grateful and we pass our sincerest thanks.'

Broker / Mr B

'Just to say thank you for the excellent service we have received from the experience. I have been in the industry over 30 years and have always told clients it's about how a claim is handled if there is one and not just the monthly premium . We have been very pleased from the outset at the service and the empathy shown and know not everyone in the village has had the same experience so thank you.'

Mrs H

'Nothing that could be improved from my perspective. Professional, prompt, communicated in a way that I understood and felt like I was kept well informed across the whole customer journey. Excellent service all round.'

Mr J

'Huge thanks to super loss adjustor John at Criterion who was so kind and understanding and thoughtful with my claim. Please pass my best wishes onto him. I know it wasn’t easy but he was incredibly fair and thorough.'

Mrs E

'Mr D is very happy with the support and care being given to his claim.'