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 to Frazer for his help throughout the claim process.'

Mr R

'I would like to comment on Mark Green's total professional and supportive approach. Without his help and support throughout this process we would have been at a loss during such a traumatic situation. Mark has been superb in the way he has handled this case, and my thanks should be passed on.'

Mrs M

'Mark did a good job. Polite and punctual.'

Dr K

'Many thanks Alistair. I am very grateful for all that you have done for me.'

Mr B

'Greg Crease was completely professional throughout this process. He couldn't have done anything to improve the service.'

Mr S

'Thank you for your patient advice and professional support throughout the claims process, both much appreciated. Ab initio I had absolutely no idea how to proceed to put things right. Now I do and that is down to you.'

Mrs B

'We really appreciate your help with everything. It’s made such a difficult event, less impacting on us.'

Mr C

'Thank you so much for your help with this.'

Mrs H

'Thanks so much for all your help on this difficult claim – much appreciated.'

Mr E (via Broker)

'I would like to say I am very happy with your service. You have all been very efficient and helpful. Answering my emails and phone calls quickly and getting things moving. It has been very helpful having you on board so thank you.'

Dr M

'Mr & Mrs W are very happy with the work that was completed and have a great deal of praise.'

Mr W