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 should like you to know how much we have appreciated your support during this rather protracted claim. We felt anxious at the beginning, as we have not made a claim before, but we found your assistance invaluable. Thank you.'

Dr T Warrender

'Once again genuine thanks for your help and support.'

Mrs Julie Jackson

'Nice to not feel guilty for making a claim! Justin was very understanding and professional. '

Mr Grant Kingston

'I was very happy with David's handling of my claim and appreciative of his care and patience. He is an excellent ambassador for Criterion and adjusting generally.'

Mr Nicholas Croan

'Very many thanks for your expertise and the friendly way in which you resolved the matter.'

Ms V Fitton

'Craig could not have been more helpful or professional, thank you'

Mr David Cumper

'In short you are a super team!!! VVMT!! '

Ian Brown

'Jermaine’s attitude and helpfulness was superb, he dealt with the claim in a caring and pragmatic way'

Mr Michael Collier

'Mark was very professional at all times with time to discuss my claim thoroughly.'

Mr Mitchell Randle

'Many thanks, you truly are the best most efficient Adjusters out there!! '

Management Company of Bicton Villas

'It goes without saying, but thanks for all your expert help throughout.'

Mr M Flately

'We have never claimed in this way before on our insurance and it could have been a very challenging experience. Your people made it easy, and helped us along the way at each step explaining things and giving us a great deal of confidence in how things were being handled.'

Mrs Suzanne Hester

'Excellent service throughout and in-depth understanding of the problem.'

Mrs Karen Roux

'We cannot praise Eilidh enough. She was so efficient and attentive. She kept us up to date regularly with our claim and promptly answered any questions we had.'

Mrs C Sichi