I have a 2017 Focus ST-Line.  Just got it back from the local Ford service/dealership after a major under-warranty repair.  Over the 3 weeks that it took to fix it, they have told me differing stories along the same theme - coolant leaking into the engine, causing damage to the head gasket.  They say that they have fixed the leak, changed all the gaskets and replaced the short motor but here's the thing - they refuse to tell me this in writing. They claim that they can't give me any written record of the fault or the work that they did "because all the paperwork is sent on to Ford".  I'm new here, so is this a thing in the UK?  I've been a Ford customer for years and have always been given a detail breakdown of any work done.  Am I being unreasonable in expecting to know exactly what work they really did?  It seems all this verbal stuff is worth nothing if there's any debate over problems in the future.  Would appreciate some feedback as to whether this normal.

It’s all electronic these days they don’t send paper to ford anymore it’s all done via computers . They tell ford the problem ford authorise it they invoice it , it really is that simple I have dumbed it down but you get my drift . There’s no reason they can’t tell you or show you the paperwork I would contact the service manager and ask him 

Thanks for the feedback, Gary.  It's the Service Manager telling me that he can't show me any paperwork.  Something feels off with the whole thing... 

NoThere deffo would be paperwork. The technicians job card, the invoice that the dealer must keep a copy. The invoice is electronically processed to ford for payment. 

I’d say go over the service managers head. If you own the car, they’ve done major repairs, if you were to have issues with their repairs you’ll need proof and details of exactly what they’ve done. I’d like to hear 1 good reason why not to give u the info. 

Thanks for the advice, Alex.  I made the same argument to them about needing proof regarding the repairs but they said I shouldn't worry because they'd noted on my car's record exactly what was done - that would be the record that they are refusing to share with me!  And their only "good reason" was that the paperwork has been sent off to Ford and they don't have a copy - which is patently not the case.  I'm disinclined to escalate to TrustFord Head Office, as I think they'll just pass it back to the dealership, so I'm going to see if Ford Head Office have any thoughts.  I'm surprised though that there is not a standard process for providing documentation to warranty customers for work done - they're making me feel like the only person that's ever asked them for it.

When it gets to this stage it's time to start secretly recording your conversations with them (Ford).

Not sure why you can't get a written record of what was done but it sure sounds fishy.

Legally you are allowed to request all copies of anything they have regarding your car including any repairs done. Even if the paperwork is done digitally, they should still be able to access it at the dealership and print out the records. 
You may need to do what's known as a Subject Access Request (SAR) in writing to the dealership, service department or head office. 

Surely though, you would have had to sign a document to state that the work was carried out with your approval etc. 

I've always had a zero value invoice stating the work carried out. The only time they haven't had paperwork is when they haven't done the work, and then I went through what your going through. Dealerships are notoriously shady.

I've always recieved all documentation whenever my dealership has done work whether I requested it or not.

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Update.  After I said I was going to go directly to Ford for the information, they finally sent me through a sort of zero invoice, with some very sparse details.  It's probably enough for my record purposes, though I'd be surprised if there was this little detail in what was sent to Ford.  After this, my plans are to buy something new elsewhere, as the "trust" element in TrustFord has run out for me.  I'm sad though, as I've had so many happy adventures driving Fords over the years.  Thank you all for your responses - I hope your Ford interactions stay more positive than mine!