Dairy-Free Drinks and Cross-Contact

Allergy safety update for cafés and coffee shops

Allergen safety is not only about the ingredients a business buys. It is also about the equipment used to prepare food and drink, cleaning arrangements, communication between staff and customers, and the claims made at the point of sale.

In July 2026, a Durham café was ordered to pay more than £8,000 after cappuccinos sold as dairy free were found to contain milk proteins. The case is a useful reminder that using oat, soya or another plant-based drink does not by itself make the finished product safe for somebody with a milk allergy.

Recent allergy incidents

A number of serious incidents have shown how easily allergen controls can fail during drink preparation.

• Thirteen-year-old Hannah Jacobs died after drinking a hot chocolate made with cows’ milk rather than soya milk.
• Mia Shay St Hilaire died after drinking a milkshake prepared in a blender that had not been adequately cleaned and contained nut residue.
• In the Durham case, drinks presented as dairy free were later found to contain milk protein.

These incidents involved different circumstances, but each demonstrates the importance of accurate information, effective cleaning, suitable equipment and clear communication.

Where the risk comes from

Cross-contact can happen at several stages of the preparation process. Coffee machines, steam wands, milk jugs, thermometers, spoons, cloths and blenders can all retain allergen residues.

Particular attention should be paid to steam wands and nozzles, where milk residue may remain after use. Automatic machines can also create hidden cross-contact risks if internal components or shared dispensing routes cannot be adequately cleaned between drinks.

Practical controls for drink preparation

Businesses should consider:

• using clearly labelled jugs and utensils for different milk types;
• purging and cleaning steam wands before and after use;
• using a clean cloth for allergen-sensitive preparation rather than a cloth that has been used for cows’ milk;
• following the manufacturer’s cleaning instructions and frequencies;
• checking toppings, powders and other extras, including relevant “may contain” information; and
• including blenders used for smoothies and cold coffees within allergen procedures.

The controls selected must reflect the equipment, menu and working practices at the individual site.

Ask, explain and record

Staff should establish whether the customer is expressing a preference or declaring an allergy. Where an allergy is declared, they should explain any shared equipment and cross-contact limitations, follow the site’s agreed procedure and escalate when they are unsure.

Businesses should not describe a drink as dairy free unless the full preparation process can be controlled with confidence. Clear records of recipes, ingredients, cleaning procedures, training and reported incidents help managers verify that the system being described is the system being used.

A reminder for staff

Employees should be trained in allergy awareness and the specific procedures for their site. They need to understand:

• the difference between an allergy, an intolerance and a preference;
• which products and preparation methods the business can safely offer;
• how to avoid cross-contact;
• how to respond when information is incomplete; and
• when to ask a manager for support.

Key takeaway

Do not rely on the words “dairy free” alone. Safe service depends on accurate information, effective cleaning, trained staff and honest communication about what the business can and cannot control.

Actions for managers

• Review procedures for allergen-sensitive drinks from order to handover.
• Inspect steam wands, jugs, cloths, blenders and automatic equipment arrangements.
• Check menu wording, signage and verbal claims for accuracy.
• Review training records and observe preparation in practice.
• Test how staff respond when a customer declares a serious allergy.

Editorial provenance

Technical article supplied by Hazel Bourne. Editing has been limited to minor house-style, sequencing and consistency changes, in line with the brief.

Technical source note

Food Standards Agency, allergen guidance for food businesses: https://www.gov.uk/government/publications/allergen-guidance-for-food-businesses