Most consumers will, at some time or another, have occasion to use a dry cleaners. Many of today's fabrics require specialist cleaning and are not suitable for even gentle hand washing and there will always be that problem stain which requires attention from an expert.

What Is Dry Cleaning?

Quite simply a cleaning process which uses special solvents to dissolve dirt at low temperatures. The dirt is filtered out and the solvents recycled. The term 'dry' is used to indicate that garments are not washed in water.

Can The Garment Be Dry Cleaned?

Quite often clothes will bear the legend 'Dry Clean only'

If this is not shown, you should refer to the care instructions/label which will carry the following symbols.

The letter inside the symbol instructs the cleaner as to which solvents to use, in this example P indicates that Perchlroethylene should be used.

Choosing A Dry Cleaner

Many dry cleaners in this country belong to the Textile Services Association (TSA). To become members of this trade association the cleaner must be visited by an unidentified consumer who assesses the premises and dry cleaning quality.

It is very worthwhile checking if the cleaner you have chosen belongs to the TSA as its members abide by a Code of Practice which provides for certain standards of practice and is drawn up in consultation with the Office of Fair Trading. Additionally, the TSA offers a conciliation service between consumers and member companies if things go wrong.

The Dry Cleaning Information Bureau (020 8863 8658) and the Laundry Information Bureau (020 8863 9178) will give details of member companies in your area.

What Should I Tell The Cleaner?

Give the cleaner as much information as you can about the problem and the garment. Tell the cleaner when and how the problem occurred and the action you have taken to remove (say) stains yourself. The cleaner should then check the garment and note any special problems. Where there is any doubt as to the suitability for dry cleaning, risk of damage or poor results, you should agree any action with the cleaner and get this in writing. Indeed, you may be asked to sign a risk acceptance form for certain types of fabrics or garments.

Remember that, if problems arise after cleaning, it is very difficult to prove any verbal statement or agreement. Similarly, if it is vital that a garment is ready on time (say for a wedding), you must make it clear to the cleaners and they must have accepted the article on this understanding. Get this in writing (say) on the claim ticket.

What If Things Go Wrong?

In civil law dry cleaners are providing a service and are subject to the Supply of Goods and Services Act. This states that the service should be performed with reasonable care and skill.

Where problems occur, a simple re-clean may solve the matter. However, if the damage is still present or worsens, you are entitled to claim the current value of the garment. You are not entitled to the full replacement value of the item.

You should take up the matter with the dry cleaner as soon as possible and always follow this with a complaint in writing.

The Cleaner Says It's The Manufacturer's Fault

Sometimes cleaners will claim that the manufacturer has provided incorrect instructions on the care label. This is a rare event, but it is up to you to prove who is responsible. Check with the manufacturer or ask the TSA to assist through conciliation. The TSA also has a list of laboratories that will test the item. There is a fee for the test, usually on a loser pays basis.

What If The Cleaner Is At Fault?

TSA members will usually reimburse laboratory costs and pay fair compensation. Whether or not the cleaner is a TSA member, you can take an action against the cleaner in the Small Claims Court, if necessary, as a last resort.

Useful Contact

Textile Services Association
7 Churchill Court
58 Station Road
North Harrow
Middlesex
HA2 7SA
Telephone: 020 8863 7755

Please Note

The above guidance is intended for consumers and offers practical advice. It is not a definitive statement of the law.

For further advice, please contact your local Trading Standards Office.