Complaint / Committee declined to take further action on complaints / property purchase / private sale / heat smart loan / complaint respondent did not advise on the loan / complaint over delays in response / Lawyers and Conveyancers Act (Lawyers: Conduct and Client Care) Rules 2008 rule 3 / rule 7 / rule 7.1 / HELD / no evidence on loan advice / applicants did not request a LIM / response delays reasonable / Committee’s decision confirmed / section 211(1)(a)