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


'From the moment we experienced this devastating flood which was during the second lockdown we had so much help and support from Mr David Pow. Things were very grim and my wife was recovering from major surgery so you can imagine we were in a state of shock, but the professional help advice and support given to us by Mr Pow was superb. Nothing was too much trouble for him and his kindness and patience will not be forgotten by us.'

Mr John Assiter-Tuppen

'Alistair Spence could not have been more helpful or considerate. Absolutely excellent service and very greatly appreciated.'

Mr John Burgon

'The whole experience has been superb. David has shown total ownership, has been immaculate in his oversight and follow up and I am really pleased. Thank you.'

Mr Giles Pascoe

'The service was quick, efficient and courteous throughout.'

Mr Nicholas Wright

'Impeccable form Stuart Dean as he always is. Thank you.'

The Perfect Group Ventures

'The service was excellent. Sean Fitzgerald is efficient, friendly and easy to work with. Altogether a good experience.'

Ms V Fitton

'Thanks so much to you and your colleagues’ efficient and speedy response.'

Mrs Christine Southerton-Simons

'Thank you very much once again for your advice and help in getting this claim settled for us.'

Mrs G Clarke

'I’m very impressed by your impeccable service and appreciate your making everything hassle-free for us.'

Fabio Genovese Cicogna

'Thank you very much for your all your help and efficient work during what was a very upsetting event.'

The Stamford Auction Rooms

'I also wanted to thank to you for your fair and courteous handling of this case, and look forward to hopefully working together with you in the future.'

Morgan Clarke Brokers