Any complaints received by the Town Police Department with regard to the towing of vehicles shall be investigated and, when warranted, a formal complaint shall be filed with the board of metropolitan police commissioners. If, after hearing and review, it is established that the towing firm not act in accordance with these guidelines, or that violations were apparent, the board of metropolitan police commissioners may implement the penalty provisions as set forth below:

However, in the event of gross misconduct or indiscretion, the board of metropolitan police commissioners may impose the penalty which it deems to be appropriate under the circumstances.