We say when every address we have for a company has bounced

Some companies publish a complaints email that no longer works. When one of them fails, we record it, and the company page shows that address in red under “An address that no longer works”.

The page where you write your letter did not say the same thing. It told you the company publishes no complaints email, which is a different problem with a different answer, and it contradicted the red addresses you had just read.

What changed

If every email address we hold for a company has bounced, the page says that plainly. Where the company runs its own complaints form, that form is still the route and the steps are the same. Where there is no form either, the letter is yours to copy or download and send however you reach them, and your case keeps it until you say it has gone.

Nothing about the sending changed

A bounced address was already left out of any complaint we send for you. The only thing that was wrong was what the page told you about it.