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


'That is absolutely perfect and incredibly efficient ! I'm really grateful.'

Mr Adrian Summons

'Thank you so much Adam - you have taken all the stress out of this for us and I am so grateful! .'

Mr Ariel Bezalel

'Thank you for your confirmation and may I take this opportunity to thank you for handling the claim promptly and proficiently. It has been a pleasure to deal with you and wish you very best in the future.'

Mr Shahid Butt

'On a personal note, may I thank you for your professionalism, understanding and support during our fire claim.'

Mr Gruffydal

'You have been always supportive and I thank especially Robin and Grant who have advised us so professionally over the past few months, with Sarah always trying to link us up and motivate to contact each other! Thank you.'

Mr W Kerck

'All was accomplished speedily and efficiently with terrific assistance from John, our claims adjuster, who was particularly helpful.'

Mr James Penny

'It was such a pleasant experience that how Loss Adjuster, Samantha Lewis, dealt with the claim. She was most professional, efficient, caring and understanding and always promptly approachable.'

Mr S Butt

'Mr Boydell was a pleasure to deal with and couldn't have been more helpful. All my emails were answered promptly and professionally. He was very understanding and decisive causing no delays to my decision making in what was a difficult case.'

Mr Gerald Byrne

'From our point of view the whole process has been managed in a very professional way and we are very grateful for all your assistance.'

Mr G Keene

'Samantha was very helpful throughout the claim process and I would like to thank her for this and Criterion for resolving the claim quickly and fairly.'

Mr Charles Hurlock

'Mark has to take the credit on this occasion as he had his finger on the pulse every step of the way.'

Mrs Helen Baker