As an educated guess (I don't work, and have never worked, for Lloyds)... Funding initiatives to move from paper to online are likely to be given priority base

As an educated guess (I don't work, and have never worked, for Lloyds)... Funding initiatives to move from paper to online are likely to be given priority based on metrics. These will be things like league tables, customer satisfaction surveys etc. The question "how was your experience removing yourself as a signatory of a business account?" probably doesn't come up much in any of those, so the workflow has probably never been funded. However, parts of it may have been e.g. all business forms must be available online, or some such. It's possible that certain actions on accounts must be received in writing (not 100% sure about that). Otherwise, this will probably get resolved at some point but likely through a cost reduction exercise rather than a workflow one. Anyway, don't see this as some form of justification, it clearly isn't. But I have a reasonable amount of experience in how organisations like this function.