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


'We would just like to say that Damon Reeve looked after us in a very professional manner in difficult circumstances. '

Mr S

'Stuart Dean provided an excellent service. Communication was prompt and straightforward. '

Mr and Mrs T

'I would rate the loss adjuster Mark Green very highly along with the efficiency in getting the claim agreed & paid out. '

Mr O

'I am very pleased with the service and advice given by David Pow. I was extremely distressed by the incident and Mr Pow could not have been more professional and reassuring. My sincere thanks for supporting me through this difficult process. '

Ms S

'A special thanks to Jermaine. His warm friendly greeting style and his guidance were so helpful to us, particularly as we are based overseas. '


'Just a quick line to say thank you for your attention in this matter and speedy action to accommodate the timescales we now have to work to. '

Mr B

'Fantastic, many thanks for the update and for all your help with this one! '

Mr J

'We would like to thank you very much for all your help with our water leak as we both feel that without your help our claim would have been much harder and much more stressful for myself. '

Mrs D

'Many thanks for all of your help during this generally difficult time - you’ve been very helpful and a pleasure to work with. '

Mrs B

'Very many thanks for your professional handling of this claim. '

Mr K

'From the very beginning of our claim (back in July 2022) right up to the end (March 2023) Robin has been absolutely excellent. '

Mr D