small claims court process

Hi


I was wondering if anyone in the know could give me the basics regarding small claims court. I am in need of taking a well know nationwide phone repair shop to court to recover a replacement handset due to their engineers breaking mine.


Its a very long story which has been ongoing for months but in short, they have admitted liability and said they accept they should replace the handset. However they will not make any effort to do this and for weeks and weeks now various people within the company say they will sort the handset yet never get back to me or return calls/emails.


I have spent time and money persuing this and also visited various outlets of theirs in order to try and sort this. Because they are franchise, each store ends up saying nothing they can do and to contact HO who just give me the runaround.


In short


1, How much will the initial claim cost?
2, Can i claim for the expenses/agravation they have caused me?
3, If it ended up in court id be very confident of winning my case, however, worst case scenario......how much could it end up costing me if i lost?


Cheers