Your case page says what happens next, in order
How your complaint works is a numbered list now instead of one long paragraph, and every case shows who the email comes from.
The case page is the screen you come back to while a complaint is live, and it was harder to read than it needed to be.
What changed
"How your complaint works" is numbered. It was one paragraph carrying five bolded fragments, which is a list wearing a disguise. Now it is a list.
You can see who the email is from. The address your complaint goes out from is shown on the case rather than left to be guessed at.
The page has a proper structure. This one is invisible unless you need it: the page had no heading outline at all, so anyone navigating by headings - which is how screen reader users move around a page - got thirty-one flat items and no title, on the screen where they manage a live complaint. The company name is the page heading now.