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 would like to express my huge appreciation to you, personally, for overseeing this project. From the moment you came to inspect the flood damage in April, you have been fair and efficient, and I am extremely grateful to you for the speed and lack of fuss with which you have dealt with the matter. Thank you very much indeed.'

Mr Richard Dixon

'Thank you once again for your assistance, expertise and guidance throughout the process, which has been very gratefully received and much appreciated.'

Belgravia Luxury Apartments

'Many thanks for everything you have done, and, above all, for your patience, it was definitely worth the wait to have such quality work.'

Miss A Lechner

'You have been a star in this claim. It has been very difficult given the situation and allegations. I am aware you have gone way beyond the call of standard duty on this claim.'

Phyliss Brown

'I must say you have been excellent on this process. You are real credit to yourself and your company.'

Mr David Parcell

'I have to say the service from all concerned has been first class.'.

Miss Lisa Hawkes

'I would particularly mention Mark Watts the assessor at Criterion Adjusters for his promptness and rapid attention to the situation amidst a busy period following the flash storm.'

Mr & Mrs Hunter

'He’s been brilliant all the way through this. Kitchen looks amazing ! Thanks very much for all your help.'

Mrs T Toghill

'Incredible turnaround on this one, which is rare from the FOS, so again, Thank you all so much for your help. I wanted to thank you again for your support'

Mr P Goodman