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


'Thank you so much for your patience and hard work in dealing with this. I very much appreciated your professional assistance at all times. '

Dr. PT

'Change of Loss Adjuster slowed things down originally but the process then carried on perfectly, the service was very good. '

Mr. H

'Thank you for all your help in bringing this to a speedy conclusion, I have very much appreciated your help.'

Executors of JH

'Criterion staff were wonderful, professional, knowledgeable, courteous and the kindness shown in the trauma of actual things going wrong and having to go through the process of a claim, they were exemplary, a credit to the professional bodies they act on behalf of. '

Mrs. M

'Thank you all for being so considerate and helpful and efficient at all times – it really made the horror of January and dark cold damp uninhabitable house slightly more bearable. '

Mr. & Mrs. N

'Very happy with the outcome thank you. '

Mr. B

'I would like to thank everyone involved. Without going in to too much detail my wife is going through a tough time medically and all staff, including contractors, throughout the whole process from start to finish were so understanding and considerate of her quite complex needs. This was very much appreciated. '

Mr. S