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


'It is hard to imagine how you could possibly have done any better. Jonathan Walls came to see us immediately and examined the situation "on the ground" in detail. He did everything he could to be helpful, and sent in a highly professional team to rectify the problem. He kept us informed at all times, and explained everything very clearly. Criterion looked after us very well and gave us great confidence in their professionalism and expertise. '

Robin Behar Esq

'Jonathan Walls was a pleasure to deal with, and he made the whole process run smoothly, and was very understanding of the difficult situation (house fire) that we were experiencing.'

Mr & Mrs Winter

'Very professional service.'

Mr W Kerck

'Thank you for the completion of our claim and I would like to take this opportunity to thank you for all the hard work you put into making this as stress free as you possible could.'

Mr Patrick Winchester

'Once again, thank you for all your help. You have been nothing short of totally obliging and helpful and you have made a rather difficult situation, bearable.'

Mr Roger Jordan

'Justin Boydell gave us excellent service throughout the process.'

Mr & Mrs John Pickering

'Wonderful Jonathan. Such a great help you were in this situation.'

Mr Paul Walvik-Joynt

'Criterion service excellent.'

Mrs Pauline Wright

'Thank you very much. The speed and efficiency with which you dealt with our claim is much appreciated.'

Mrs Karina Casini

'This was not a big claim but had the potential to become one as the investigations become prolonged and solutions looked likely to become expensive. I am an experienced business man with many years of high level contacts and involvement with assessors and significant players with Lloyds of London. My rating of Criterion and Craig Harris is excellent across the board with, frankly, an impressive performance and service rarely found in today’s world.'

Vernon Etherington

'I would like to take this opportunity and thank you for your extraordinary support in our difficult time, we couldn’t have better people handling our case. '

Mr Amos Genish