Kontsumobide – Instituto Vasco de Consumo has reaffirmed patients' rights and recommended practical steps following reports that facilities belonging to a well-known dental clinic chain had unexpectedly closed. On 11 September 2026, the authority stressed that consumers retain their contractual claims in full despite the interruption or non-completion of ongoing treatment.
The first priority is to secure all documents. Recommended records include copies of the complete clinical history, signed cost estimates, the detailed treatment plan, and all invoices, receipts, bank statements, contracts and promotional materials that show the agreed terms and payments already made. If the practice is closed and an in-person visit is impossible, Kontsumobide advises notifying the company in writing, with proof of delivery, at its registered address — for example, by burofax with proof of receipt and certification of the text. This documentation is crucial for any subsequent civil or insolvency proceedings.
The authority distinguishes between claims according to the type of payment. If the treatment was paid for under a linked credit agreement (crédito vinculado), the customer can suspend outstanding instalment payments to the bank and seek a proportionate refund for services not provided. To do so, the financial institution must be notified in writing of the closure and asked to stop future debits immediately.
If services were instead paid for in advance in cash, by bank transfer or directly to the company without linked credit, claims must be made directly against the operating company. If the company enters insolvency proceedings (concurso de acreedores), those affected must submit claims to the insolvency administrator (administración concursal) by the deadline for services paid for but not provided, in order to be added to the list of creditors.
For formally submitting claims, Kontsumobide points to the usual channels: the Oficinas Municipales de Información al Consumidor (OMIC) in local municipalities, the regional offices of the Instituto Vasco de Consumo, and the online platform of the Gobierno Vasco. Those affected can submit an official complaint promptly there and seek advice on further steps.
Kontsumobide describes this as a case of non-performance by the company; however, legal enforcement depends on the individual contract, the financing and any insolvency proceedings. Those affected should keep the evidence listed above, act within the relevant deadlines and seek legal advice if necessary.
Editor: Mira Cadena (Article created with AI assistance).