Coutts obviously tries to block the Norwich player flying past him, as he still does not enjoy those back tracking runs. I've tried to see if his arm receives a little push, meaning it goes higher than he intended. Just before Coutts starts raising his arm the opposition player sort of stretches his arm out, but really it's too difficult to tell.
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In these situations you lose out if your arm is lower than the opposition and knowing this Coutts raises his arm. If he does hit the opponent's humerous/shoulder it's not so serious. But his arm - for whatever reason - goes a bit higher and hits the Norwich player in the neck area. Malice, or an unfair block hitting harder than intended, I'm not 100% sure and Coutts must hope the panel reaches that verdict too.