Think they are ok when all well but according to some things I have read, not great when you have a case. They certainly have commandeered buying and selling on eBay though. Hope that if you have a problem you can get it sorted asap.
Way too bias towards buyers, as a seller they are very poor towards you. If you dont send items by tracked posting then they just award to buyers without question, even if you have proof of postage from PO they dont accept it. I have had 3 occasions when they awarded to buyers in this situation. I even told buyers they were not covered for losses but that didn't matter even then! (N)